Only The Task Owner Can Close The Task As Complete

[Lee C]

Hi

This might be a simple one but at the moment only the owner a task is assigned to can close it, i have a task assigning to an owner on 1st line support, how can i change this so anyone from any team can mark this task as complete?

Thanks!

[Jim]

@Lee C I ended up creating custom roles and using assignment via the role instead to allow it to work that way, or just assigning to the generic 'incident assignee' and 'service request assignee' roles

[Lee C]

21 minutes ago, Jim said:

@Lee C I ended up creating custom roles and using assignment via the role instead to allow it to work that way, or just assigning to the generic 'incident assignee' and 'service request assignee' roles

Thanks @Jim do you mean if assign those 2 roles to the individual agent accounts in hornbill it will work or does it need the custom role?

[Jim]

so instead of assigning to an owner directly, assign to a role. Mainly do this for incidents that can get passed from pillar to post so its more of a hindrance to specify a specific analyst

[Adrian Simpkins]

I assign tasks to the whole team in the BPM in some situations to avoid this issue. So if one member of staff goes off or is absent, anyone else in the team can pick it up without any admin interventions. Not perfect for every team but works where I have set this up. Of course only works if the request does not need to move on from the initial team it is assigned to.

Many thanks

[CraigP]

We would still very much like a role that allows a member of any team to be able to interact with tasks assigned to another team (and also just in general not have to jump through the additional hoop of having to assign it to themselves individually before the team drop down becomes available for re-assignment).

[Lee C]

Well, i only bring this up because some Hornbill training we had with Ricky i remember him saying it does not matter who the task is assigned to anyone from any team can close it however i feel the information here missing was me not being aware to either give agents incident and request assignee role or just assign the task to a group as Adrian pointed out

Thanks

[Lee C]

25 minutes ago, Adrian Simpkins said:

I assign tasks to the whole team in the BPM in some situations to avoid this issue. So if one member of staff goes off or is absent, anyone else in the team can pick it up without any admin interventions. Not perfect for every team but works where I have set this up. Of course only works if the request does not need to move on from the initial team it is assigned to.

Many thanks

@Adrian Simpkins thank you! does this just send the whole team a notification in Hornbill yes?

[Adrian Simpkins]

Hi Lee

Yes they all get the authorisation notification in the side bar but of course once it is worked it is removed from everyone else  works really well as long as it doesnt move on anywhere !

Many thanks

[SJEaton]

On 13/11/2024 at 13:25, Adrian Simpkins said:

I assign tasks to the whole team in the BPM in some situations to avoid this issue. So if one member of staff goes off or is absent, anyone else in the team can pick it up without any admin interventions. Not perfect for every team but works where I have set this up. Of course only works if the request does not need to move on from the initial team it is assigned to.

Many thanks

I've done this too but still have a problem because analysts are re-assigning requests to another team and then the new team can't complete the task as its assigned to the previous team still. I therefore love @Jim idea about creating a role. So Jim, did you just create the role then assign all of the analysts to it who may need to complete a task? Thanks

Sam

[SJEaton]

On 13/11/2024 at 14:12, Adrian Simpkins said:

Hi Lee

Yes they all get the authorisation notification in the side bar but of course once it is worked it is removed from everyone else  works really well as long as it doesnt move on anywhere !

Many thanks

Hi! @Adrian Simpkins @JimWe have 100 full users (analysts) and they would all get the notifications for ALL activities and we have lots and lots of activities that generate so this could really be overkill and may confuse people as the majority of the time the activity wouldn't be for them!!! .  Is there not a way around this were we can switch off the notifications for activities if we wanted to?  Is it this???

Sam   

[Adrian Simpkins]

Hi Sam - yes I think that controls activity notifications in Service manager - it appears to be a global setting so just keep in mind off for everyone / everything if set to no notificationss

[SJEaton]

54 minutes ago, Adrian Simpkins said:

Hi Sam - yes I think that controls activity notifications in Service manager - it appears to be a global setting so just keep in mind off for everyone / everything if set to no notificationss

Thanks @Adrian Simpkins.Just noticed though that it doesn't have an option to not do it, i.e. its just Email, Hornbill or both. Doh!

[SJEaton]

I'm racking my brains to think of another solution that means any analyst in any team can complete any activity, without them all receiving ALL notifications when ALL activities are raised. Can anyone else help at all?? 

Sam

[Adrian Simpkins]

Just thinking about this and the User has their own settings for notifications but I am not sure they get the option to turn off tasks notifications as I think I get this as elevated rights but not  100% sure

[SJEaton]

Thanks, I might look into this too.