The
Issue: In Service Request Management (and Change Management) the Optional Action “Add Task” does not work the same as in the Incident Management module. Specifically – in the Incident process the optional action also sends a notification to the assignee.
Note: At the end of this information I make reference that I think I know the “issue” – I just can’t figure out the answer. I believe I am in the Request Process I am not getting the right window for a Task assignment – but as I note I am still stuck where to go.
See screen shot from Incident Management – using the Optional Action:
In Request Management a similar approach was tested. Note that the Request Management module has a slightly different Window – but neither have any requirement to check a notify assignee type box.
As noted – the Incident sends notices when a Task is created (using Optional Action) while Request and Change processes do not.
Since the Optional Action seems not to work I have decided to put the Add Task and then the associated Notification within the Process. However – I am not able to get this working and after 15-20 different attempts and variations to get this working I am at the end of my rope.
Latest Attempt: I am trying to use the “Reassign” after creating the Task. There are several reasons for the approach:
· The manual Reassign action available to the User successfully sends a notification (after the user checks the Notify Assignee box and completed the information)
· The Assignment has the intelligence to ONLY send to the Analyst when Both Group and Analyst is populated – the Notification I believe considers these as 2 different targets.
So – the process looks like this:
Note in the Assignment Window I have tried multiple combinations of Group and Analyst (my first thoughts were perhaps the placeholders were not finding what was set in the “Add Task” action. Finally however I added a known Role (P1 Managers) that I know has members and successfully receives SLA notifications from Incident Management.
Note: Note the Assignment Window – check boxes OK and the detail I want sent
However – No emails are sent. When I look at the Task in Web Desk – it has been assigned to the Analyst I choose – but clicking the Assignment from the History shows the Window is slightly different AND it is not populated with my values set (notice “Notify Assignee” is not checked).
I believe this is the issue – but I am at an impasse finding out why. What Am I missing? I’m sure I’m close but after every 15 minute “change” to try something just a bit different or to blow it up and add back again I get the same results.
Now – Having said all of that – I think I know what the issue IS (the window difference gives me the clue) but I’m not sure still how to correct this. The Window I have in the Process is the “Request” Reassign. The Slightly different window that I see from the History is I believe a “Task” reassign (maybe even a Request task Reassign” vs. Incident Task Reassign).
But the Only “reassign” I have in the Process to put after my Add task action is this one. Am I simply working in the wrong Process? I know there is something I’m just not getting.
Thanks for any assist. I am also opening an incident with support - but the responst time of days or weeks is killing my progress and this ability to notify upon task assignment is something I simply "must have" working.
Thanks,
Terry