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Team assigned but doesn't appear in request


RyanMesser
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Hi,

In one of our workflows we have an automated task that assigns our support team automatically, this seems to work as indicated by the checkpoint going green and the timeline states its been assigned to the support team. However the assignment part is blank for both assignment of the owner (done by looking at who created the request) and team

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So i'm a little confused, I'm a member of two teams (IT and Support) could this be why? I believe its just a visual thing as the workflow seems to function OK but could be a little confusing. 

 

Thanks

 

Ryan

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@RyanMesser just a quick check, does the team you are assigning the request to Support the service which the request has been raised against?

The logic in the Assign action item is to only show teams which support the service?

Obviously if you have all teams supporting the service this will not be the cause but thought it was worth checking?

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But it is strange as no teams are showing??? what does the Info panel on the request show

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Steve

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@Steven Boardman Yes the support Team supports the service 
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I'm a member of Support and IT, but the workflow is assigning the support team and then because I created it assigning me as owner. Are you saying IT need to be under there as a supporting team? If so tha'ts a little strange as I'm a member of the Support Team also. 


Thanks

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@RyanMesser as you have supporting teams i would expect them to appear in the assign drop down and you would not need to add IT to this unless you wanted to be able to assign requests raised against that service to IT.  I would expect to see Operations and Support appear in the drop down list for assigning.

If you clear the browser cache do you see those teams in the assignment drop down on the request?

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@RyanMesser sure so a couple of things

1. Could you share a screen shot of the info section on this request - does it show that it is assigned to you in the Support team?

2. Could you share a screen shot of the second business process node which assigns it to you specifically in the Support team? the node you have shown us above shows that it is assigned to the Support Team rather than an individual and this is reflected in the timeline entry on the request (which you have shown above).

If you use the Assign to Owner then you would have a team and owner options.

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I can see you have been added as a member, but this is different to being the request owner.

If you want it to assign it to you automatically on you raising the request you could use this option - Assign to request creator.

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If you were using assign to request creator you would need to cater for any requests logged via self service rather than through the agent view - maybe a branch based on source.

Sorry if i am misunderstanding the issue here

Steve

 

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@Steven Boardman Thanks, I don't assign the owner on the assign team node to a specific person as it could be a number of people. However, the way I'm doing it looks a bit over complicated when I could do just an assignment to request creator. I was doing it by taking the Created By in the request details which seems to not add me as an owner as you point out but as a member. I'm going to modify the BPM and see if that helps. 

Will post back.


Ryan

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