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ServiceDesk 7.5 subtask assignment to group

Created: 02 Jan 2013 • Updated: 26 Aug 2013 | 11 comments
michael.george's picture
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Per http://www-secure.symantec.com/connect/forums/servicedesk-75-subtask-assignment-group, it would be nice to assign a subtask to a queue. Seems that if SD is is moving towards queues as the way to assign work, not having this is a bit of an oversight.

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gBBB's picture

That's a very fair request Michael. I've raised the idea with our internal development team to consider for the backlog of of a future release. Thanks for the feedback!

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dawi_x's picture

Obviously a vote up for this one

kr, dawi_x

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Jason Short's picture

Thank you for the feedback, this is a feature we are looking into for our next release (Apollo).

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Dan B's picture

Our workplace has in excess of 400 IT Support staff. 

To help avoid losing tickets and missing OLA/SLA's it is considered best practice to assign to a queue,  rather than an individual.  Groups then manage their own workload by picking up tickets themselves or ensuring someone assigns the tickets out as they arrive.

For us this is needed in all areas,  including Change Implementation and Planning Tasks.

Please be care not to restrict this to ONLY groups as this business practice only applies on initial assignment.  Resolver groups may have a need to delegate out one or more subtasks to individuals so some flexibility is required here.

 

We look forward to the Apollo release as changing business practice to accomodate individual assignment is unlikely to be an option.

 

 

 

 

 

 

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Lark's picture

Gets the thumps up from me too.  Jason - do you have a planned release timeframe that you can share with us for the Apollo release?

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michael.george's picture

I suppose I should report back that I created a process type action that allows for the assignment of a subtask to a group. Obviously, the only way to do this was by directly modifying the SQL table, so that's what I did. The subtask is initially created and assigned to a single user, then this custom process can reassign to a group. It has been working in production for nearly two months now, but I'd still like to see this as a native feature.

If a post solves your issue, please mark it as a solution. It makes these forums better for everyone.

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Jason Short's picture

We were able to pull this feature into the MP1 release due in May.

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jobby's picture

Is there a list of what all is fixed in MP1?  We're kind of "sitting on our hands" right now with standing our service desk up due to a couple of items to be fixed with it, but would like to know what is broke in the current release that will be fixed so that we can give a timeframe of when it can be expected to be functional enough to use in our production.

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TGiles's picture

Normally a list of fixes included in a release is included as part of the documentation for the release. I'm not aware of any specific list existing at this time.

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CNWilliams's picture

Hi jobby,

TGiles is correct.
The fixes will be included in the ServiceDesk 7.5 MP1 Release Notes.
The MP1 release notes and guides will be published the same day that MP1 is released.

Kindest Regards,

CNWilliams

CNWilliams

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Dan B's picture

It's great that we can now assign subtasks to a group. 

But it appears we overlooked a very important part of the process.

 

How do we now pass a task onto another person or group?

 

The reporting needs for incident in general are an issue so this is not just related to SubTasks ...

Tasks are assigned to groups so they can be managed by the group but they still need to be passed onto an individual.   How do we report on how many Tasks a group has worked on over a given period if they are assigned to individuals?   We need to be able to report on tasks assigned to a group and which individual actioned the task.

This needs to be Hierarchical in that if I report on how may tasks the   'Support' Service Queue has processed last month we expect to see tasks Open & Closed for all tasks assigned to both users within this group and the group itself.   Some support staff are members of more than one group so we need to know which 'Service Queue' the tasks were also assigned to.

Regards,

Dan

 

 

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