Can Analysts be given ability to close any other teams Activities

[Damien Lynn]

Hi folks,
Can anyone point me in the right direction here for how you allow Analysts to be able to mark an Activity complete that is assigned to another team (that they are not a member of).  We rely on Activities a lot for our processes but if a customer logs the wrong ticket type and it ends up with the wrong team for what they need the Activity often gets stuck. 

The team who get the ticket pass the ticket to the correct team but Activities generate as the first team it went to.  We have some cases where we just go back to the ticket requester and ask them to raise the correct ticket type if there is significant business processes that it needs to go through like approvals etc but the basic requests we would like to be able to just reassign the ticket and any Analyst can close any teams activities.

Thanks
Damien

[Steve Giller]

Yes.

Please review the Activities wiki page, particularly the Advanced Request Task Completer section.

[CraigP]

Just to confirm, the Advanced Request Task Completer role doesn't let you complete tasks assigned to other Teams, only users. It would be very helpful if it it did allow you to complete tasks assigned to Teams!

[Damien Lynn]

Yes @CraigP I'd agree that would be exactly what we need, we do not assign the Activity to an individual user we assign them to the Group (Team) so that anyone can just complete it in that Team, having it set to an individual team member would cause us more problems when that person is not available etc. 

@Steve Giller is this something that Hornbill would change to allow Advanced Request Task Completer to be able to do?