Closing Activities

[Lee C]

Hi

I have an activity (human task) assigned to a certain ticket that auto assigns to a member on 1st line support and they become the owner of this activity, this needs to be marked as complete before the ticket is closed however..... if the ticket ends up in 2nd line support they seem to have no access to mark the activity as complete.

How do i give them access to be able to mark activities as complete where 1st line support are the owners of it, is it a role on the hornbill profile needed or something else?

[CraigP]

To my knowledge this is still something you can't do, and it is indeed frustrating! The "Advanced Request Task Completer" application right gives access to complete tasks assigned to other users, or roles you don't have, but for some unclear reason, not other teams.

[Lee C]

36 minutes ago, CraigP said:

To my knowledge this is still something you can't do, and it is indeed frustrating! The "Advanced Request Task Completer" application right gives access to complete tasks assigned to other users, or roles you don't have, but for some unclear reason, not other teams.

hmmm i see, i remember a few months back no one in 1st line support could mark a task complete and someone internally changed something so we could all close it, this was tasks where i was the owner so its like i had no access at all.

[Peter Clough]

A Manager of the team it's assigned in the context of should be able to edit the task to reassign it somewhere else. And I believe a Team Leader can assign it to someone else in the same team. Human Tasks (hornbill.com) holds more specifics on this.

As written, the task completer role description isn't clear to me as to which tasks are completable when. I and my manager can complete tasks anywhere, but we have wider permissions that I assume are expanding that scope.

I think some official confirmation of how this role works would be helpful.

This role is for a user who can complete tasks that are assigned to another person. This only applies to requests in Service Manager. Supporting teams of a service that is associated to a request will be respected otherwise if a request is not associated to a service, then the user can complete tasks that are assigned to the user’s team(s) members.

As for the initial issue, I think the general presumption is that if there's a task waiting, the job shouldn't be getting assigned. So beyond manually re-assigning it as mentioned, it might be that you need to modify the workflow a bit to lock assignment while there's a task waiting, for example.

[Damien Lynn]

We find this pretty frustrating as well.  Can someone from Hornbill comment if this is ever going to be changed to at least give us the option to switch on allowing anyone to close an Activity, regardless of the team they are in? 

[Steve Giller]

1 hour ago, Damien Lynn said:

at least give us the option to switch on allowing anyone to close an Activity, regardless of the team they are in?

You can achieve this by assigning the Task to a Role, instead of an individual or Team.

[Damien Lynn]

That's great @Steve Giller  I didn't think of that!  Thank you

[JJack]

Hi,
Can you advise how long the Assignment Roles available for a task assignment by Role have been available?

Thanks.
 

[Steve Giller]

I can't remember a time when they weren't available, but I don't have the numbers, I'm afraid.

[JJack]

Thanks @Steve Giller