Auto Assignment - not inheriting Teams assigned to the Service

[Martyn Houghton]

The current Assignment BPM processes have to be supplied with a manual hardcoded Team value, which means you either have to have individual process for each service or if you want to use a generic process you have to create a large number of branches to auto assign the request to the correct team.

Given that the request is linked to a Service and in the Service settings you link this to the Team(s) that support the service, can we raise a Request for Change for the option of the BPM Assignment Task to automatically allocate to the Team(s) set in the Service settings.

This way you can use a common/generic process for al your requests and context of the Service the request has been logged against will determine which team the auto assignment allocates it to.

Cheers

Martyn

[TrevorKillick]

Hi Martyn

I will raise this with development and post back the response / Change Reference.

Kind Regards

Trevor Killick

[TrevorKillick]

Change Raised CH00138697

Will post back when this is available.

Kind Regards

Trevor Killick

[Martyn Houghton]

Trevor

Thanks for the quick response.

Cheers

Martyn

[Martyn Houghton]

Trevor

Is there any further update on CH00138697?

Cheers

Martyn

[TrevorKillick]

Hi Martyn

It appears the change has been delivered see the wiki documentation here: https://wiki.hornbill.com/index.php/Business_Process_Workflow#Assignment check out the Assign to Service Team section.

Kind Regards

Trevor

[Martyn Houghton]

Trevor

Thanks for the update. Is there any documentation on how this allocates to the individual in the Service Team. Similarly is there an documentation on the rules applied by the related Auto Assign - Round Robin & Most Available Analyst?

Cheers

Martyn

[TrevorKillick]

Hi Martin

I will ask the Service Manager Development team and get an answer for you.

Kind Regards

Trevor

[TrevorKillick]

Hi Martin

The following is from our Development Team

Assign to Service Team assigns the request to the team that supports the service. If no team supports the service that the request is logged against then the request is not assigned. If more than one team supports the service, the request is assigned to the team that has supported the service the longest. This automated task does not assign the request to an individual within the team(s) supported by the service.

Assign Round Robin requires a team to be provided as an input parameter. The system will look through the members of this team and will assign the request to the member of the team that was last assigned a request the longest amount of time ago. It does not take into account each analyst's workload and simply assigns the request based on time.

Assign to Most Available Analyst works on the basis of capacity. It also requires a team to be provided as an input parameter. The system will look through the members of this team and will assign the request to the member of the team who has the least amount of open requests (for that team). If there is more than one team member on the same least amount of open requests, the system will allocate the request to the team member that was last assigned a request the longest amount of time ago.

For both the Assign Round Robin and Assign to Most Available Analyst bpm options, the system will take into account the user status which is found on their profile. If the user status is set to anything other than 'Available' that user/analyst/team member will not be considered as a request owner for either operation

We are going to get the wiki updated to reflect this.

Kind Regards

Trevor

[James Ainsworth]

Hi Martyn,

This is probably something you already know but I thought I'd put a link to this video for others that read this post for a high level overview of the Auto-assignment.

[Martyn Houghton]

Trevor/James

Thanks for the clarification, thats a lot clearer.

Cheers

Martyn

[Martyn Houghton]

James

The objective I am trying to acheive is to allocate to an individual analyst with the team which supports the service automaticially either usign the Round Robin or Most Available Analyst criteria.

Assign to Service Team, means the request gets allocated to the correct team based on the service, but not to an individual. The Assign to Most Available Analyst/Round Robin node, even if you set the Team parameter to 'Automatically pick up the value' after the Assign to Service Team node, will fail as it only works with a hard coded manual value.

Can a change request be raised to allow the Assign to Most Available Analyst/Round Robin nodes to inherit the Service value from the request automatically or for this is be able to be set to a variable, where by we could use the Get Request Details node to obtain the Team set by the preceeding Assign to Service Team.

This way we can use a generic Business Process for the majority of out different services.

Cheers

Martyn