Accept/ 
Reject Work Order
When work orders are assigned to queues, all the members of the queue are notified of the arrival of the work order task. The member that accepts the work order will then achieve the ownership for the work order. If the work order is assigned to a specific person, then only that person will be notified of the arrival of the work order task. The person will achieve ownership on accepting the work order. On the other hand, of the person rejects, the work order will be unscheduled. An agent can reject a work order task for reasons such as being unavailable at the appropriate time or not having the skills required for the task.
Accept Work Order
Steps:
1. On the toolbar, click Accept button.
2. The confirmation message box displays following buttons:
a). Accept as Me if the work order was assigned to a Queue in which ‘logged in person’ is a member but ‘assigned FE’ is not a member. Click the button so that the ‘logged in person’ will become the owner for the work order.
b). Accept as Me/ Accept as Tech if the work order was assigned to a Queue in which both ‘logged in person’ and ‘assigned FE’ are members. Click Accept as Me if logged in person wants to achieve ownership or click Accept as Tech if ‘assigned FE’ wants to achieve ownership for the work order.
c). Accept as Tech if the work order was assigned to a Queue in which ‘logged in person’ is not a member but ‘assigned FE’ is a member. Click the button so that the ‘assigned FE’ will become the owner for the work order.
3. Click OK.
Reject Work Order
Steps:
1. On the toolbar, click Reject button.
2. In the confirmation message box, click OK to reject the work order.