Responsibility Management

Feature Add-on

Responsibility Management

In cases where many tickets are being handled at one time by many different agents, it can be hard for service owners to keep an eye on all incidents and requests that pertain to their respective service.

This feature helps service owners involve themselves quickly into relevant tickets. Once enabled, agents are able to self-identify the services for which they are responsible. For each service selected, agents receive notifications when tickets arise that are assigned to this service.


  • Subject matter experts have a clear overview about incidents and service requests for which they are responsible.
  • Service managers can organize their day-to-day responsibilities based on what’s most important.
  • Product owners of large product catalogs can be notified based on their personal responsibility settings.

Available in Service Package


Target Groups

  • Large companies
  • Companies with a high volume of tickets
  • Companies with many employees
  • Service-oriented workgroups
  • Companies with outsourced first-level support