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Assign to Analyst Mandatory

Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭
in Service Manager Portal Feature Requests

We have cases when IRs/SRs get Resolved/Completed without an analyst. When this happens the runbook doesn't send an email of ticket completion. Any way to avoid this?

Thanks

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Declined · Last Updated

This is a great discussion topic or question, but not sufficient for a feature request so we are closing this out.

Comments

  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    edited June 2016
    Hi Adrian,

    Have you tried adding "Required: true" to your IR and/or SR forms? Like so ...

    { DataType: "UserPicker", PropertyDisplayName: "AssignedTo", PropertyName: "AssignedWorkItem", FilterByAnalyst: true, Required: true  },

    https://support.cireson.com/KnowledgeBase/View/51#/   for more on form customization.

    Thanks,
    Nick
  • Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭

    We assign IR/SR to groups. If we set this field to be required how we can assign an item to a group?

  • Geoff_RossGeoff_Ross Cireson Consultant O.G.
    Adrian, do you mean you use a Support Group to assign these WIs or do you select an AD Group in the assigned to picker.
    If you use Support Group then make this field required: true.
    If you use AD Groups, then a group selected will satisfy the required: true.

    You might need to explain your situation and what you are trying to achieve a bit more as it sounds like it is possible with the right configuration and customisation.
  • Austin_WongCarterAustin_WongCarter Customer IT Monkey ✭
    We have a workflow that assigns resolved incidents to whomever actually resolved the incident in the case that no on is assigned.
  • Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭
    @Geoff_Ross - We use Show Routing Table Task to escalate the WIs to a support group after the WI gets Classified. Sometimes we assign the WIs to an analyst from that group ,sometimes the whole group and they decide who works on it

    The workflow is: Helpdesk gets the WI>after they have all the necessary info/screenshots they classify it and based on classification they hit "Show Routing Table" Task and use the routing table to escalate the WI to the next support group. At this point they may (using Assign to Analyst Task) or may not assign it to an analyst part of that group. 
  • Geoff_RossGeoff_Ross Cireson Consultant O.G.
    I see, I'm with you.
    So you can't set the Assigned To as required because when you escalate, you only set the new support group and let that new team assign it to an individual. You only want it to be mandatory if trying to resolve the IR. In this case, I would achieve what you need with a custom Resolve Task (hide the OOB Change Status Task) that checks that this field has a value before allowing the analyst to resolve. A custom Resolve Tasks is also great for making a resolution description mandatory or even a minimum length.
  • Adrian_MataiszAdrian_Mataisz Customer Advanced IT Monkey ✭✭✭
    Do we have any code for this floating around?
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