Select an OwnerSelect an OwnerThe owner of a service request is responsible for managing the work associated with that record. You can assign ownership of a service request either to a person or a person group. Ownership can also be applied using a workflow or an escalation process. If your administrator has set up work views, all owners of work see the work in their work view.
In the Service Requests (SP) application, display the record for which you want to select an owner.
From the Select Action menu, select Select Owner.
In the Select Owner dialog box, click either the Person or Person Groups tab.
Select an owner or owner group and click OK.
Click Save Service
Request 
.
Note: When you assign ownership of a service request, its status is changed to QUEUED. (The exception to the status change is when the status is RESOLVED before an owner is assigned. In this case, the status is not changed.)