ServiceDesk

Hi,

   We are about 2 steps away from trying to get off Help Desk Solution to Service Desk and this is one of my hurdles...  Here is my scenario (and it will be common with how the department works tickets)

1. A ticket starts in the ABC queue (I still have to try this is an initial direct assignment) on creation.  
2. A worker assigns ticket to themselves or another worker.   (They can close the ticket window or keep it open, it did not seem to matter.)
3. Then a worker does the work incident (because they need to modify the priorities/etc)
4. On the screen where it asks if they want to reassign, the select no assignment change.
5. The ticket is now assigned back in to the original queue instead of the currently assigned worker.

I am looking at the workflow in incidentmanagement, and it looks like if they select no assignment changes, it should just terminate the window.   So I guess is where would it revert back to the original assignments?

Thank you for your help in advance.   We had most of this stuff going okay until we had to redo everything for SP2.

Jamie

Something intersting I found.   This seems to happen when Assign to Me is used.   If I go through the old fashioned way of doing it,then the group does not seem to revert back.

Which version of ServiceDesk are you using?

7.1 SP2.   The assign to me is the built in version of it.   I am temped to just hide it and tell everyone to do it the long way but people were happy with the smart task.

Unfortunately, the "Assign to Me" smart task is not smart enough. Namely, it only changes the assignment on the current task and doesn't actually change the data from which new tasks are created from. Reassign smart task is a bit more complicated and does that.

To get this working as expected, it requires more than a couple of changes in the project to work properly. I only managed to take a quick look at the necessary changes and it wasn't trivial.

It has been reported to support and Symantec is looking into it.

So, I take it we need to hide "Assign to me" via permission for the workers until this is resolved?   I sent this one in to support on Friday, so it might be my case.

Okay... well if anyone needs to disable this because it is broke, here is how you do it.

1) In SD.ProjectManagement, go to the Initial Diagnosis properties, interaction Setup.   Select Assign To Me in the Dialog Model listing.  Click on Edit (Screen shot #1)

2) Click on the ... at the end of "Conditional Use Model"  (Screen Shot #2)

3) We want to disable "Is this a SubTask" (Screen Shot #3) to True (Screen Shot #4).   Makes it easier to flip back if this is ever corrected. 

Hope this helps anyone else that needs to disable this guy.

I think I have a simple fix for this issue.  It isn't complicated - you just have to add two components to the Assign To Me workflow.  The solution is to modify the Task.Assignment[] variable.

1. In SD.IncidentManagement, go in to the Initial Diagnosis model, and then open the Initial Diagnosis dialog.  Click on the Interaction Setup tab, and select Assign To Me in the Dialog model list.  Click on Edit, then click on the "..." button to the right of Dialog Model.
2. Toward the lower right hand corner of the model, find the Removing Existing Assignments? component and move the false path to the left hand side.  (This is to make room)
3. After the Add an assignment directly to the owner component, add an Add New Data Element component.  Set the data type to AssignmentTarget, check Is Array, and set the Variable Name to Task.Assignment.
4. After the History Owner Changed component, add an Add Items To Collection component.  Choose AssignmentTarget for the Data Type, and Task.Assignment for the Array Variable Name.  For Items To Add, check Dynamic Model, and then edit the model.
5. Add an Add New Data Element component with a data type of AssignmentTarget, and in the value, make sure the Assignment Type is set to User.  Give it a variable name (I used AssignmentTarget).
6. Add a Single Value Mapping component with a target type of AssignmentTarget.  Check Map Into Existing Value, and use the target variable name you set in the previous step.  For the mapping definition, map EnsembleSecurityToken.Email to TargetName, EnsembleSecurityToken.Name to DisplayName, and EnsembleSecurityToken.UserID to TargetId.
7. Add an Add Items to Collection to create an array.  Use a data type of AssignmentTarget, array variable name of AssignmentTargets and in items to add, use the process variable named AssignmentTarget.  Then in the End component, map the AssignmentTargets variable to the result.

Assign To Me modifications.  (red arrow points to new additions)

Add Items To Collection embedded model

TECH180097: Known Issues with Assign to Me Smart Task in ServiceDesk 7.1 SP2
http://www.symantec.com/docs/TECH180097

This article is the acknowledgement of the issue and since this is a logic/flow issue, the steps in there are the actual fix.

Joshua Brown,

You are my hero!!!!   That worked.    Thank you again!!!!   BTW, cool last name.

Thanks,

Jamie