tasks Tasks in other teams

[Jeremy]

Is there a way to allow our Service Desk analysts to be able to complete tasks that are assigned to other teams?

Currently we are doing this in a less than desirable way.

[Steve Giller]

I'm sure this has been discussed previously.

The options are detailed on the Activities page, you probably want to look at assigning a suitable Owner, and using the Advanced Task Completer right.

[Jeremy]

@Steve Giller so we have our service analysts set up with the Service Desk Admin rights and also the Full Access for the Service Requests and the Incidents. But they still cannot complete tasks in other teams, we do have our tasks assigned to a suitable team but sometimes tickets are assigned to other teams either without the tasks being done so the process slows.

As we mentioned before we are using the Super User Role to get around this with some of our analysts to enable them to action these tasks, but we want to end the use of this role.

[HHH]

@JeremyThere is a "Task completer" role that we have added to certain analysts to be able to do exactly that.

[Guest Paul Alexander]

This isn't a 'fix' as such, but could you add specific people (Team Leaders or Managers for instance) to all of the different teams which may have a Task assigned to them, giving them the 'Allow Task Action' rights.

But (in the Service Manager/Service Desk settings) make sure that the 'Enable Assignment' option isn't set for this user?

In this way, that person should be able to  complete the tasks assigned to the 'other' teams, but won't have requests assigned to them.

Doing this MAY upset any views they have set for 'all my teams' etc, but it should get around not being able to complete other teams tasks.

Would that help?

 

Also, this was brought up in this post too: 

 

[Adam Toms]

Apologies for hijacking this thread.  But I'm in a very similar position to Jeremy, but our team reach out to admins once they've got the approval manually via email or teams. As there are only two of us, sometimes it can get a bit much, but we've continued to limp along with this.

@HHH I think your task completer role would be a very useful role, which we could perhaps role out to our team leads.

Is this a custom role you created and configured? I had a look at the roles briefly and the wiki and couldn't find such a setting. I'd be keen to know how you've configured it.

Many Thanks

Adam

[Steve Giller]

@Adam TomsAs mentioned above, the details for Advanced Request Task Completer are at the foot of the Activities page.

This is a Right, not a Role - the Roles that have this right are detailed on the page, it can also be added to any Custom Role.

[Adam Toms]

Thanks @Steve Giller, I'll take a look into this, much appreciated.

[HHH]

@Adam TomsMy apologies, yes it's a custom role.

In the details tab, under applications, I added Service Manager

In the application rights tab under Service Desk I added "Advanced Request Task Completer"

Nothing in the System rights tab

[Jeremy]

@Paul Alexander that is fine but we have 61 teams and growing.

@Steve Giller I have tested and added the role of Advanced Request Task Completer to a role that we have and this has still NOT allowed the analysts to complete tasks in other teams.

[Steve Giller]

@Jeremy Do they support the Service for the original Request?

[Jeremy]

@Steve Giller Yes, as we do not use supporting teams so they support all Services.

[Jeremy]

We would like to keep this current after the festive period as we would like to find a way to do this with our current setup.

[Sam P]

I think I have the same conundrum...despite having the Advanced Request Task Completer right within a Role

Analysts can update tasks assigned to themselves

Analysts can update tasks assigned to other analysts

Analysts can update tasks assigned to roles

Analysts cannot update tasks assigned to teams (where there is no named/assigned user)

It would really help us if our analysts could action tasks that are assigned to other teams (when we are in a position to share workload) 

 

[Jeremy]

can I give this a bump as it still does not work and is causing us daily issues.

[CraigP]

+1 for ability for a role/right for individuals to be able to interact with tasks assigned to teams they are not assigned to.

Beyond occasionally just needing to complete a task on behalf of another team, it's also fairly common for someone to accidentally re-assign a task to the wrong team but then immediately not be able to amend it to the correct team themselves.

[HGrigsby]

+1 for this from us too please.

Helen 

[Teresa Ward]

+1 for this from us too please

[Jeremy]

another bump for this issue as we are about to on board another new department and with this issue being outstanding for so long is being more of an issue as we are juggling roles to get around this problem.

As mentioned previously we are having to use the 'Super User' role, but this is then causing knock on issues with our internal goverence with what people can see within the system.

[Jim]

+1 for this to work when assigned to teams also

It wouldn't be so bad if the 'Owner' could be a role then we could just make the owner the custom role with the advanced request task completer right but even that isn't a possible workaround at the moment. 

If something is currently activity driven we lock the assignment options until the task is complete but I would like to see a role where it's just under an admin that will have these rights such as the managers by default

[Sahana. Shenoy]

+1 , Please let me know if there is any plan to fix this, or is there any Enhancement already in place?

We have an Incident logged by our customer for a similar issue,

In our scenario When the Problem ticket is logged and assigned to Team A the Tasks (Created through Workflow) have also been assigned to that Team. But they are not actioned by Team A and in between the PM ticket gets re-assigned to Team B.

Now these tasks which were created earlier still has the Assigned Group set to Team A, hence Team B are unable to progress with their ticket. As the Tasks are not editable for them.

I have logged an Incident (IN00181281 ) for this with HB and I was asked to follow this Thread for further notifications.

Regards,

Sahana