icon next to it. 
icon.You may wish to have the parties involved in handling a service request accept that they can take on this work, rather than have the work be automatically routed to them.
For example, you may want to have a service request routed to a vendor or craftsperson allow the vendor or craftsperson the option of declining or accepting this work. Acceptance is asked only when the request has reached the approved status.
Note: If a service request with an acceptance step is routed to a service provider who decides to decline the job, the system then routes the service request to the Service Desk Manager's list of escalated requests so that the Service Desk Manager can find an appropriate service provider to take on this work
In the Manage Service Level Agreements screen, the program includes an Add Acceptance button next to the Approved status.
Click on the Add Acceptance button for the status for which you want to add an acceptance step. A pop-up window will be shown so that you can specify the Acceptance Step parameters:
You must specify the Acceptance Type: Employee or Vendor (for the internal or external service providers).
You may specify a condition that requests must meet in order to generate an Acceptance Step. For example, you may wish to define an acceptance step only for service requests affecting a specific department.
Specify who must accept the job. This can be one of the following:
Note: Although it is possible to define for an SLA multiple acceptance steps, with each step specifying different employees and/or vendors, it is recommended that you assign only one acceptance step per SLA. The procedures for handling an SLA with multiple acceptance steps will be refined in a future release.
The system displays the Acceptance Steps next to the Service Request Approved Status.
icon next to it. icon.Setting Response Procedures for an SLA