Force analysts to use the Task 'Assign to analyst by group'

Tom_Hyde

Is there a way we can force our analysts to use the Task 'Assign to analyst by group' rather than them having the functionality to manually change the two form fields as below?

Many WI are passed from different teams and sometimes the support group is not changed which means an analyst who isn't scoped to the relevant support group finds they do not have access to work on the WI.

Thanks!

Geoff_Ross

{ DataType: "Enum", PropertyDisplayName: "SupportGroup", PropertyName: "TierQueue", EnumId: 'c3264527-a501-029f-6872-31300080b3bf', Disabled: true },{ DataType: "UserPicker", PropertyDisplayName: "AssignedTo", PropertyName: "AssignedWorkItem", FilterByAnalyst: false, Disabled: true },

Nicholas_Velich

+1 to what Geoff said. To further avoid this "assigned analyst is not in the assigned support group" case, I also like to pair Geoff's code above with some code to clear the 'Assigned To' field if it is not specified via the task.

Here is some /CustomSpace/custom.js code that will accomplish that (SR code here, but just change the first line for other types of work items):

app.custom.formTasks.add('ServiceRequest', null, function (formObj, viewModel) {

        formObj.boundChange("SupportGroup",function (formObj, viewModel) {

                console.log("Support Group has changed");

                var vm = pageForm.viewModel;

                var newSupportGroupId = vm.SupportGroup.Id;

 

                if(newSupportGroupId == ""){

                         if(vm.AssignedWorkItem != null && vm.AssignedWorkItem.DisplayName != null){

                                console.log("Clearing assigned to");

                                vm.AssignedWorkItem.BaseId = null;

                                vm.AssignedWorkItem.DisplayName = null;

                               vm.AssignedWorkItem.set("AssignedWorkItem", { BaseId: '', DisplayName: '' });          

                        }

                }

        });

});

Nicholas_Velich

Make sure it is within the app.custom.formTasks.add() section, and within a formObj.boundReady() as so:

app.custom.formTasks.add('Incident', null, function (formObj, viewModel) {

        formObj.boundReady(function(){

                $('[data-bind="click: assignToMe"]').hide();

        });

});

Geoff_Ross

Hi Tom,

Set these two fields to read only by adding disabled: true in the properties for the field defined in the Form's JS file. Eg, to make this change for IRs, edit Incident.js in custom space.

Geoff

Geoff_Ross

{ DataType: "Enum", PropertyDisplayName: "SupportGroup", PropertyName: "TierQueue", EnumId: 'c3264527-a501-029f-6872-31300080b3bf', Disabled: true },{ DataType: "UserPicker", PropertyDisplayName: "AssignedTo", PropertyName: "AssignedWorkItem", FilterByAnalyst: false, Disabled: true },

Nicholas_Velich

+1 to what Geoff said. To further avoid this "assigned analyst is not in the assigned support group" case, I also like to pair Geoff's code above with some code to clear the 'Assigned To' field if it is not specified via the task.

Here is some /CustomSpace/custom.js code that will accomplish that (SR code here, but just change the first line for other types of work items):

app.custom.formTasks.add('ServiceRequest', null, function (formObj, viewModel) {

        formObj.boundChange("SupportGroup",function (formObj, viewModel) {

                console.log("Support Group has changed");

                var vm = pageForm.viewModel;

                var newSupportGroupId = vm.SupportGroup.Id;

 

                if(newSupportGroupId == ""){

                         if(vm.AssignedWorkItem != null && vm.AssignedWorkItem.DisplayName != null){

                                console.log("Clearing assigned to");

                                vm.AssignedWorkItem.BaseId = null;

                                vm.AssignedWorkItem.DisplayName = null;

                               vm.AssignedWorkItem.set("AssignedWorkItem", { BaseId: '', DisplayName: '' });          

                        }

                }

        });

});

Tom_Hyde

Thanks for your help guys! @Geoff_Ross @Nicholas_Velich

Tom_Hyde

On the back of this...

Can we amend the function of 'Assign to Me' to not only populate the Assigned To but also add their support group in?

Thanks
Tom

Tom_Hyde

or just hide this function all together?

Nicholas_Velich

You can hide the task pretty easily with:   $('[data-bind="click: assignToMe"]').hide();

Otherwise, it is not possible to alter the out-of-box task; however, it is possible to create a custom task that includes this functionality.

Tom_Hyde

@Nicholas_Velich Thanks for the reply! I presume this is in the cusom.js although i added it and it still seems to reamin?

Nicholas_Velich

Make sure it is within the app.custom.formTasks.add() section, and within a formObj.boundReady() as so:

app.custom.formTasks.add('Incident', null, function (formObj, viewModel) {

        formObj.boundReady(function(){

                $('[data-bind="click: assignToMe"]').hide();

        });

});

Eugene_Rack

Thanx all for the code. This works a treat.

I would like to come back to the request / query by Tom Hyde " Can we amend the function of 'Assign to Me' to not only populate the Assigned To but also add their support group in?" As mentioned the out-of-box cannot be changed but with code a new custom task could be created. Has anyone created such a custom task?

Thanks
Eugene