Assign to someone in same Functional Element

Date

2011/05/03

What

Several requests:

  • (1) Request from Olaf/Mats on a morning meeting to give the possibility to Functional Managers to assign tickets to someone else. Currently, only people belonging to the Assignment Group can do that.
  • (2) Request from most groups in IT (during the rota meeting) to be able to assign to anyone in same Functional Element (2nd line, 3rd line) even if not part of Assignment Group.

Final request is to implement number (2), i.e. the least restrictive one.

How

Decision #1:

  • load form
  • change FE
  • able to assign to anyone in groups (in new FE) to which you don't belong !
  • decision: do not overload the server with checks in this case (too heavy)

Decision #2:

  • it's okay for people to re-assign to Service Desk, and to reassign to a given person in Service Desk
  • useful for cases when a ticket has been assigned to the wrong Functional Element by the Service Desk: only bother the member who did the wrong assignment.

In this case, I'd just need to deactivate/delete the Client Script that makes 'assigned_to' read-only if the user isn't a member of 'assignment_group'.

Decision #3:

  • after talking to Barbara, it is not okay for supporters to assign to someone in particular in Service Desk. She wants to avoid having tickets hidden/idle when a Service Desk member goes on holidays. The Service Desk members are asked to put all the information needed in a ticket, so that anyone else can take over later on.
  • create an 'Aggregated Functional Element' group containing supporters from 2nd line, 3rd line and OWH groups. Done by Roberto.
  • use this group to do the check. The Client Script now looks like that:

function onChange(control, oldValue, newValue, isLoading) { 
  // 'assigned_to' field is modifiable if:
  //   - the user belongs to the Functional Element Aggregated Group (contains all members from 2nd, 3rd and OWH lines)
  //   - the user has the 'service_desk' role, when the 'Service Desk' Assignment Group is selected

  if(g_form.getTableName() == "incident" || g_form.getTableName() == "u_request_fulfillment"){

    var userSysId = g_user.userID; 
    var functionalElement = g_form.getReference('u_functional_element');
    var aggregatedGroupSysId = functionalElement.u_aggregated_functional_elemen;
    var serviceDeskSysId = functionalElement.u_support_line_1;   // Assuming 1st line is always Service Desk

    if (newValue == serviceDeskSysId) {
        if (g_user.hasRole('service_desk')) {
            g_form.setReadOnly('assigned_to',false);
        } else {
            g_form.setReadOnly('assigned_to',true);
        } 
    } else {
        if (isUserGroupMember(aggregatedGroupSysId, userSysId)) {
            g_form.setReadOnly('assigned_to',false);
        } else {
            g_form.setReadOnly('assigned_to',true);
        }
    }

  } 
}

Update Set

20110530 SOPH Assign to someone else in any group of Functional Element 2

Issues

None known.


-- SophieLemaitre - 03-May-2011

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Topic revision: r4 - 2011-06-08 - unknown
 
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