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Task assigned to old owner


m.vandun

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Good afternoon,

We've had an issue with a service request where the request was set on an user. The request was then assigned to another user. The next manual task that was created by the BPM was set to the old user. The manual task after this one was then set to the new owner.

I've set and checked the BPM and all tasks created are assigned to Owner (for Tasks).

I've checked with the user and he 1st changed the owner of the request and then completed to task.

Mark

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Just had a run through, and it was working as expected for myself. 

I take it you are using the Suspend For New Owner to await assignment.

Are you performing a Entity->Requests->Get Request Information->Request Details   Automated Task after the Suspend node? If this node is done before the Suspend, then the variables will still be available, but it will contain the old information, the information before the suspend, the information when the task was performed. Meaning it will appear to log to the previous owner.owner.png

Ryan

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  • 2 weeks later...

Hi Dan,

Unfortunately this is not that rare of a situation. Our analysts like to assign and reassign requests (and their related tasks) to someone else quite often. (mostly functional escalations)

These tasks are mostly automatically generated for the agents to fulfill/log time against.

Thanks,

Alex

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Hi Alex,

As far as I know the above way is the only way to re-assign tasks which have already been created by the BPM as the BPM will use the assign rules to generate the task and will not go back and check if the owner changes.

You could, I suspect put multiple nodes into each BPM to check task ownership similar to what Ryan was saying earlier (which I assume you wont want to do)

Maybe it will be a case of training your analysts to make sure all tasks are also assigned to the new owner when re-assigning calls (which can also throw up its own issues I know)

Another way could be to have the BPM assign tasks to the group rather than the call owner as then anyone in the group can close task (all of my BPMs assign the tasks generated to the Service Desk group) with this option you will lose the ability to automatically show the assigned tasks in their 'my activities' view though.

Sorry I cant be of anymore help. Maybe someone from Hornbill can be of further assistance / provide a better solution if nothing I have suggested helps.

Thanks
Dan

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Hi Dan,

Thank you for your help!

Unfortunately the BPM solution only works whenever it is triggered. Whenever a request reaches the 'wait for resolution' stage the BPM is suspended until the request actually gets resolved. Most of the functional escalations occur at this stage. 

Also, assigning teams does indeed mean that the 'My Activities' view cannot be used as effectively.

Looks like this will be 'just' a matter of training our analysts.

Best regards,
Alex

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It seems that the real issue is not taken been looked at.

1) Task is assigned to ticket owner, by BPM.

2) Ticket is reassigned to another.

3) Taks is manualy reassigned to the reassigned user.

4) Task is completed. Then a new task is created by the BPM which is setup to assign the ticket to the ticket owner. The new task is, however, assigned to the old ticket owner (not the new).

Hope this helps.

Mark

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Just a thought - is it possible for a feature where a Task is assigned to the "current owner of request", meaning if the owner is changed, the task will always be pointing to the current owner whoever it may be. (unless changed manually in the call)

There should be a place in the tables to store the previous owner though. If the request owner is changed, it should detect the change and if the previous owner doesn't match the current owner then the "new" current owner will receive a notification that the human task has been assigned to them (for example).

Just a thought? This will eliminate the need for the Suspend Task.

Thanks,

Samuel

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@m.vandun 

The image I posted would handle the situation whether you are modifying the owner in or out of the business process.

Perhaps you could post an image of your business process? 

Are you able to add a second get request details after the first task and before the second?
 

Ryan

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@Ryan,

This is the proces i'ts regarding to. This has a lot of manual tasks. This is a BPM for a new project. This solution would mean that for every tasks 2 new tasks needs to be added. For this proces this would mean 52 extra nodes.

It would seem to me, that the normal way assigning a task (from the BPM) would be that - when set for assigning to owner (for tasks) - it would check who the current owner is and then assign the new task to this owner (and not an old owner).

16 hours ago, samwoo said:

the task will always be pointing to the current owner whoever it may be. (unless changed manually in the call)

This part is nog working correclty. It is not assigning a task to the current owner.

Regards,

Mark

2016-10-18_0922.png

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Hi Mark,

You can have the BPM check for new owners by executing an automated 'Get Request Information' action before assigning the task. 
In this process the BPM only checks for the most recent information at the very beginning, and will continue acting on the information that has been received then. 
Implementing this would mean adding one additional node for every manual task.

Whether or not the BPM ought to function differently or not, this is how it's done at the moment.

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@m.vandun

I agree that the application (Service Manager) is not integrating very nicely with the platform (Business Process Engine) in this situation. I will raise something internally to investigate a better solution.

As it stands, the BPM does not have an understanding of what a Request is, so does not currently have a method to get the current owner.

This means that @Alex8000 is right, every time you require the current owner to assign a task to them, you will need to "get request information" task directly before it.

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@RyanI would say the most appropriate solution here would be for the application (SM in this case) to provide an OOTB BPM flowcode node called createAndAssignTaskToRequestOwner or something along those lines - then within the BMP flow, instead of using the platform createHumanTask function you can use this more specialised node instead, that will keep the business process workflow focused on business process flow rather than cluttering it with functional logic. It seems like a very bad idea to have to call request details before each task assignment, would be inefficient and not exactly friendly to use for our customers. 

 

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