Adam Toms Posted December 23, 2019 Share Posted December 23, 2019 Good Morning, I'm after some guidance regarding the Incident Assignee role in Hornbill. We have a task called triage actions, which is to be completed by our Service Desk in hours, which worked fine. We then ran into a problem with our Out of Hours staff, as they weren't a member of the queue, they couldn't complete that activity. It was identified that by granting all support staff the Incident Assignee role, they would be able to complete any Incident tasks/activities assigned to that role regardless of which support queue they were a member of. We have now found by assigning 145 users to this role, that everyone who has this role gets notified of an activity to complete in their my activities pane in Hornbill Service Manager. As our Support Staff will only be interested in the ticket that they're looking at and working on to complete this task, is there anyway of removing this from the activity pane? Many Thanks Link to comment Share on other sites More sharing options...
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