ServiceDesk

When we Set Ownership on an existing incident with an Owner already set, we want the old owner to be removed as assigned.  The trick is we want it to stay as assigned to the currently assigned queue.

For Example: IM-000001 gets created and assigned to AdminSystems team Queue (associated with group adminsystems).  That team assigns a BOB as owner.  BOB researches the issue, and decides MARY also in Admin Systems team needs to take over and Own the incident.  If they change ownership with the set ownership form, MARY does become the owner, but BOB MARY and AdminSystems team are still listed in the Assignment area.  We want the ticket to still be assigned to the AdminSystems group and in the Queue, but we don't want BOB to show up with a TASK assigned to him as an individual.

The Checkbox on the Set Ownership form in the workflow removes the assignemnt for the queues/groups but we don't want that. we just want to remove the owner assignments.

What workflow modifications should I consider to leave the Queue/group assignment the same, but change owner and remove any previous assignment to an individual?

Thank you!

You could create a 'Process Type Action' of your own to manage this, saves having to open up IM, or edit 'SD.IncidentManagementSimple.Classification'.

To see how it currently works in 'SD.IncidentManagementSimple' go to

Incident Work/Resolution (DialogWorkflowComponent)
Dialog Models
Set Ownership

Remove From Queue (Embedded Model)
Get Task Assignments For Process (LogicBase.Components.Reporting.Workflow.GetTaskAssignmentsForProcess)

If you look at the Properties of 'VarCurrentTaskAssignments' there is a 'ReferenceType'.

1. User
2. Group

You could check for this, there is User/Group etc.

You could use a Text Equals (Same as 'Is Correct TaskID?') to check if it is 'User' and then remove if it is

Delete Task Assigment (Ensemble.WorkflowTasks.DeleteTaskAssigment)

You could also look at the 'Classification' WF

Embedded Models

• Remove all existing assignments
• Create Assignments For New Queue Groups and Owner If Changed

Extra WFs

ServiceDesk 7.5 Track Assignments via Process Type Actions

https://www-secure.symantec.com/connect/articles/servicedesk-75-track-assignments-process-type-actions

Thank you Alex - I think i am real close now.  I re-enabled the checkbox on the set ownership form and I am attempting to set the Remove From Queue model to have a step that checks EachTaskAssignment.RefrenceType for "User" and if it is not user it skips the delete assignment and if it is user it does delete.    Please see the attachment.  I published this and tested a few but it still is not clearing the User assignment.  it is also not clearing the group assignemnt, which is good.

Any ideas what i am doing wrong? Or what i could do in this model to accomplish my goal?

Note: I disabled the 'Clear Incident.CurrentlyAssignedQueue" piece and that is working so that it stays in the "queue" like i want.

basically we DON'T want the set ownership to  affect the queue or group assignments. Just to set the new owner as assigned and clear any other user who was assigned.

Thank you in advance

You might need to check for 1 instead of "User".

If you look in the DB it is stored as a number, these numbers relate to User (1)/Group (2)/Permission (3), if memory serves.

SELECT DISTINCT ReferenceType FROM TaskAssignment