Re-Assigning Activities

[SJEaton]

We will definitely be using the reassign to another request owner function if for example someone goes on leave or is off sick.  We have noticed however that although the request re-assigns, any outstanding activities remain with the original request owner and the new request owner can't move the process on.  If the original request owner is going on hols then they can re-assign their activities to the new request owner before re-assigning the request but if they go off unexpectedly we have a problem.  Is there a role that we can allocate to particular users that gives then the ability to complete activities for any users in their team in order to get round this problem?

Sam  

[David Hall]

Hi @SJEaton

If I understand your requirement correctly it sounds like you would want to have a look at the "Advanced Request Task Completer" role as shown in the screenshot.  Hopefully that will give you what you need.

Kind Regards,

Dave.

[SJEaton]

That looked promising but I haven't got that role in my list??

[SJEaton]

Hi, does anyone know why I can't see this 'Advanced Request Task Completer' role in my list?  Thanks

Sam

[HHH]

I don't have that role either. Checked system roles, service manager roles, collaboration roles, document manager roles and configuration manager roles. What am I missing?

[JBasey]

Me neither - this would be really useful.  Could someone let us know how to find this?

Thanks

James

 

[Victor]

@SJEaton @JBasey @HHH this is indeed a bit odd... the role should be in Service Manager and I can see it isn't... we are investigating this... actually it is:

EDIT: right, so after a chat with dev team it seems that we do not have this as a stand-alone role, the "Advanced Task Completer" has been moved to being application right included in following roles: Incident, Service Request, Problem, etc. Full Access and Service Desk Admin. So you need to assign one of this roles to users that need to have this advanced task completer option...

[SJEaton]

We've given our users full incident and/or service access now so this should do this trick.

Sam