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How to get the Assignments action in the Tasks and Actions area of Incident View

Justin Dybedahl

Justin DybedahlNov 07, 2014 12:08 PM

  • 1.  How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Oct 28, 2014 11:30 AM

    If you click on the actual task name in the Process History section, it brings up a form with most of the links that show up under the Tasks and Actions section - Reassign Ticket, Set Ownership, Work Incident, etc.

    tasks.png

    One of the actions that appears on this form but does NOT appear under the Tasks and Actions section is Assignments.  Is there a way to add that link under Tasks and Actions?  Our technicians often have need for multiple people to be assigned to a ticket and this would be much handier than having to scroll to the bottom of the Process History section.  Up until now, we have been telling them to just keep setting ownership multiple times to add more assignees (very awkward).

    Also, is there a way to move the Manage Subtasks smart task, same as above, so that the option is visible without having to click the + to expand Smart Tasks?  Our users have trouble finding it.

    Thanks!



  • 2.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Nov 04, 2014 01:02 PM

    From my understanding the set ownership function follows the ITIL standard in that it is only meant to assign one person to the case.  While it's possible to use it to assign multiple individuals to the assignments list, it changes the owner of the incident each time.  The owner is meant to be the person who is responsible for seeing the incident to its closure.  I'll admit I'm not a fan of the ITIL method myself and I get this question multiple times per week.  Most of the actions, unless they are process type actions, cannot be changed or moved since they are baked into the SD.IncidentManagementSimple project (the core).

    I was toying with the idea of adding a process type action and having it point to the assignments action URL, but you'd need to pass the TaskID of the process to it and I'm not sure if you can pass that.



  • 3.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Nov 04, 2014 02:20 PM

    Thanks for the feedback.  For now, I've instructed the users to scroll down and find the link to open the box where the Assignments action lives.  Very awkward, but definitely easier that asking multiple people to take ownership, leaving the last one as owner.

    Thanks!



  • 4.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Nov 05, 2014 12:29 PM

    While it's not possible to get it under the Tasks and Actions section, it's possible to add it to the Process Type actions list.  I've tested this and verified it works.

    1. Logon to your ServiceDesk server and open Workflow Manager.
    2. Create a new Form (web) project.  Be sure to name the project something identifiable.
    3. Once the project opens, click Input Data under the Primary model on the left side.
    4. Add a value and name it ReportID.  Keep everything else as is.
    5. Click on the Primary model on the left side.
    6. Add a Terminate And Transfer Dialog Flow component to the flow inbetween the start and end components.
    7. Double-click this component and click the elipsis (...) button.
    8. Change the source to Dynamic value and click the Edit button.
    9. Change the value to be http://YourSDServer/ProcessManager/Workflowtasks/AddEditAssignment.aspx?TaskID=
    10. Drag the ReportID value from the left side of this window to just after the = sign in the string above.  It should read http:/YourSDServer/ProcessManager/Workflowtasks/AddEditAssignment.aspx?TaskID=[ReportID].
    11. Click OK until you are at the main workflow window again.
    12. Publish the project.
    13. At the end of the workflow publishing wizard, it will give you the published URL.  Copy this down.  It will be something like, http://YourSDServer/AssignmentsSelection/StartDialog.aspx
    14. Open the ServiceDesk console and navigate to Admin > Data > ProcessTypeActions.
    15. Expand Incident Management.
    16. Add a new Process Action by clicking the lightning bolt and selecting Add Action.
    17. Set the following values:

      Action Name: This is what the user will see in the options list.  Name it whatever you want.
      Action URL: This is the URL you noted in step 13.
      Height: 300
      Width: 500
    18. Leave the rest of the check boxes unchecked and only check "Is Edit Action", "Is Admin Action", and "Only Valid When Process is Active".
    19. Click save.

    Hope this helps.  It's a crutch but it might help.



  • 5.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Nov 05, 2014 01:09 PM

    This is very helpful - thank you!  I will give it a try.



  • 6.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Nov 07, 2014 12:08 PM

    Did this help you?



  • 7.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Nov 07, 2014 12:31 PM

    Very helpful although I have not had the opportunity to implement yet.  (would you like me to mark as solution or wait until I implement?)



  • 8.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Nov 07, 2014 03:47 PM

    That's up to you.  I was just wondering if it worked for you and if I could help in any way if it didn't.  Let me know how it works out.  :-)



  • 9.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Dec 08, 2014 11:49 AM

    Justin,

    (Updating on 12/8/14.)

    I wanted to let you know I finally got around to trying this, and unfortunately it's not working.  The new process action does launch the Edit Assignments form, however, it's not capturing the current assignments.

    action.png

    If I try to add a new assignment, I get an error message: "Error executing sql query."

    Any thoughts on this?  I'm afraid I'm a real newbie...

    Thanks for your help!

     



  • 10.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View
    Best Answer

    Posted Dec 08, 2014 12:39 PM

    My apologies.  I've been out of the office a lot lately.  I'm looking into this and it appears it's not working for me either.  I could have swore that it was working before.  Anyway, I've come up with a solution.

     

    1. Open the workflow I had you create from before.
    2. Click the Import Components button on the left.
    3. Find Symantec.ServiceDesk.Im.Core.dll and click the Add button below.
    4. Click OK.
    5. Search for the component named "Get Incident Ticket By SessionId" and drag it into the process just before the Terminate and Transfer component.
    6. Double-click the Get Incident component and go to the Configuration tab.
    7. Change the input field for Workflow Tracking Id to the ReportID process variable.
    8. Click OK to go back to the workflow window.
    9. Double-click the Terminate and Transfer component and modify the Url to include the IncidentRequestObject.WorkResolveTaskId variable instead of ReportID (eg. /ProcessManager/Workflowtasks/AddEditAssignment.aspx?TaskID=IncidentRequestObject.WorkResolveTaskId)
    10. Publish the workflow and test it out.

    This should resolve the issue.  Once again I apologize for taking so long to get back to you.  Hope this helps!



  • 11.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Dec 08, 2014 01:45 PM

    Yes!  That works.  Thank you very much!

    Now if only there was an automation rule for On Process Modified, since there won't be a way to notify a user who's been added as an assignee using this method.

    Still, thanks for the solution.



  • 12.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Dec 08, 2014 03:59 PM

    Glad it's working!  Regarding your other issue, try using the TaskAssignmentChanged data event.  Go into the area where all of the rulesets are listed under Process Automation.  Then add a new ruleset and choose the options:

    rulesettacevent.png

    You can name the rule whatever you want.  After you add a rule that will send an email, it should do what you want as the workflow is changing only the assignment of the incident's primary task.



  • 13.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Dec 10, 2014 08:25 AM

    The TaskAssignmentChanged ruleset does not get triggered when adding/deleting assignments via this method, unfortunately.  The process history shows "Process Modified", but no ruleset is triggered.



  • 14.  RE: How to get the Assignments action in the Tasks and Actions area of Incident View

    Posted Dec 10, 2014 03:09 PM

    The only way I could think of getting this to work would be to add the email routine into the email.  I may consider extending the workflow I have here and uploading it.  Would that help you out?