Take Ownership Button

[will.good]

Hi,

Thanks for adding the Take Ownership button - this is something we are really fond of!

Small enhancement request - in our Workflows we use the Lock Assign initially when a request comes in (to force our analysts to categorise/update priority/urgency) - can the Lock Assign action be extended to this button and possible grey it out until it is unlocked in the workflow?

[James Ainsworth]

Hi @will.good

Thanks for your post.  Yes, we had already taken note of this from some other feedback.  It is something that we are looking to include.  Most likely it will be in the new year.

[will.good]

On 12/12/2023 at 21:13, James Ainsworth said:

Hi @will.good

Thanks for your post.  Yes, we had already taken note of this from some other feedback.  It is something that we are looking to include.  Most likely it will be in the new year.

Hi @James Ainsworth

Is there any update on when this will be released? Our timers / figures are becoming slightly skewed due to this as in our Workflows we lock actions until a request has been categorised and then assigned, but our agents are now able to assign without categorisation meaning the timers we have set up in our workflows for date assigned etc are useless currently.

[James Ainsworth]

Hi Will,

The work on this has been completed and I would expect this to be available in one of the upcoming Service Manager updates.  

[will.good]

Hi @James Ainsworth,

I can see this was released in build 2997 on Tuesday, we are however not seeing this working as expected

[Steve Giller]

When you say "We" do you mean all of your Users, or does the User from the screenshot have a "Full Access" role?

[will.good]

6 hours ago, Steve Giller said:

When you say "We" do you mean all of your Users, or does the User from the screenshot have a "Full Access" role?

Thanks Steve, we have checked with other members of the team and it was because the user had a Full Access role - this is now working for us