ServiceDesk

I would like to make smart tasks dynamic. I have noticed that smart tasks are attached to an incident and will remain there forever.

What I would like to achieve is that a smart tasks will be available only to "Support II" and not to "Support I". It works only when I assign an incident directly to "Support II", but when an incident is reassigned to "Support II" the smart task will not be available.

Any idea's on how to get around this static task funtionality?

Thanks for any help.

Could you explain a bit more as to why would you want 'Support I' not to have access to the smart tasks as these are necessary to work with incident.

Smart tasks are attached to the incident and remain there. These are available to the user or group incident is assigned to - e.g. if incident is assigned to 'Support II', users in 'Support II' group will see the smart tasks. Smart Tasks are what assignee uses to work with incident.

Also, 'Can Administrate' permission on the incident will allow you to work with other's incidents - Others Tasks.

Well, theoretically you can edit the conditions for smart tasks but again - the assignee needs to have some means of working with the incident, otherwise the assignment does not make sense in the first place:
1. SD.IncidentManagement > 'Initial Diagnosis' model > 'Initial Diagnosis' dialog > 'Interaction Setup' tab > Dialog Models
2. Select the smart task you want to conditionally use and click 'Edit', Make sure the 'Conditionally Use' is checked and edit the 'Conditional Use Model' to your liking.

The reason is that the incident can be forwarded to a specific software vendor and that is only allowed by Support II.

I have made the smart task conditional, but when the incident is assigned to Support II the smart task will not show up at al. ;-(

If there is another solution for this challenge please let me know.

You have a smart task for forwarding the incident to the software vendor and you want that to be available only to Support II?

The smart task will send an email to a software vendor.

I should have known but didn't really think it through. Smart Task visibility is decided during task creation, so I do not see a way to do this per logged on user. By task creation I mean this will be done when Initial Diagnosis dialog is started - Reclassify, Reassign etc. basically anything that, when you look at the workflow, loops out of Initial Diagnosis dialog and back into it. 

You might be able to do it according to the assignment though - if the incident is assigned to Support II, the Task is visible.

What the steps below will do - check the assignment list on the current task for Support II group and if it exists, the Smart Task will be enabled. The explanation in the first paragraph applies - this check is made when task is created. Also, when there is an assignment to Support II, you can access the incident with users who have Can Administrate permissions on the incident and work with Others Tasks and the Smart Task will still be enabled. On the other hand, if incident is assigned to a specific the member of Support II (and not the group itself), the Smart Task will not be there. You could, of course, add more advanced checking for users group memberships to get this to work for users who are member of Support II.

1. 'SD.IncidentManagement' workflow > 'Initial Diagnosis' model > 'Initial Diagnosis' dialog > 'Interaction Setup' tab > 'Dialog Models', select the Task you want to filter and 'Edit'

2. 'Edit' the 'Conditional Use Model'

 

3. Add 'GetGroupByName' component:

  Inputs - Name: 

    Process Variable: '[ProfileProperties].service_desk_settings_group_support_ii'

    (to keep the compatibility with customer Support II group names)

    Default Value: Constant: 'Support II'

  Outputs - Result: 'TestGroup'

 

4. Add 'Configurable Collection Filter' component:

  Data Type: 'Text'

  Array Variable Name: 'Task.Assignment[*].TargetId'

  Copy Result To New Variable: 'True'

  Variable To Copy Result: 'TestAssignments'

  Filter model: 

    Add 'Equals Rule' component:

      Data Type: 'Text'

      Variable Name: 'Element'

      Compare To: 'TestGroupID.GroupID'

  Equals - Keep Value

  Not Equals - Filter Out Value

 

5. Add Compare Numbers Rule:

  Value1: Process Variable - 'TestAssignments[].Count'

  Value2: Constant Value: '1'

 

6. Connect the paths:

  Equal To and Greater Than > End (True)

  Less than > End (False)

Thanks for you help. It is working correctly now.