If leasing is enabled, when a worker opens a task and takes a specific action, the task is immediately leased to that worker. No other worker can work on that task until the lease is released or broken.
See About restricting access to open tasks (leasing).
The administrator can open a leased task and break its lease.
To break the lease on a task
In the ServiceDesk portal, open the task.
Under History, at the right of the current task line, click the green down arrow symbol.
On the new page, under Actions, click Break Lease, and then close the page.
(Optional) Work the task yourself or let someone else work it.
Close the task window.
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This will clear the history and restart the chat.