Customize Change Status Task
I have a business requirement that I need some advice on.
We have an issue where analysts resolve Work Items that they are not part of the support group. This causes an issue with reporting that needs to be fixed.
We are using the Assign to Analyst by Group Task with the custom code to clear the assigned user. This works great and has removed most of the issues.
What I have seen analysts do is take a call from a user, use the assign to me task and then resolve without changing the support group. I can not hide the Assign To Me task as this is used a lot.
What I was thinking of doing is to add more fields in the Change status Task. The idea is to add a Support Group and Assigned To field that populates with the same fields as what it is within the Work Item. This will allow the Analyst to check that values to ensure that it is assigned properly. As an added bonus I was thinking of adding the Classification/Area in there as well so that it can be classified correctly on resolving the Work Item.
I know that this should not be an issue if everyone follows procedures but as we know in real life it is difficult to enforce.
I was also thinking of creating a Workflow that checks the assigned to and resolved by user and change accordingly but there will be an issue with selecting the correct support group.
I know this is possible by creating a custom task and I have looked at the code but programming is not my strong point and got lost in the first couple of lines... :-)
If there is anyone that has had a similar situation or requirement, any help will be highly appreciated.