10 Replies Latest reply on Sep 2, 2010 10:39 AM by keithr

    Incident not showing in worklist if Assigned to Analyst

    Rookie

      Currently if an Inicident is assigned to an Analyst it will not show in the workload list for other Analysts that are members of that Group.  We want all Incidents to show for the group in the workload list even if they have an assigned analyst.  The reason for that is in case that Analyst is out the others might need to work on that issue.

        • 1. Re: Incident not showing in worklist if Assigned to Analyst
          Jenny.Lardh SupportEmployee

          Hi Matt,

           

          If you would like to see everything assigned to your Current Group, you can use Criteria: "Current Assignment.Group is Current Group" in your Query.

          You probably have this Criteria in your Query along with Criteria: "Current Assignment.User is Current User". If you were to remove this Criteria you will no longer filter down to User.

           

          Kind Regards,

          Jenny

          • 2. Re: Incident not showing in worklist if Assigned to Analyst
            Rookie

            I tested that and the query returns no results.

             

            Query Criteria:

            1               Current Assignment.Process Workloads.User Is Currnet User

            2     AND   Status.Is End Is Equal To (False)

            3     AND   Status.Is Completion Is Equal To (False)

             

             

            Changed Number 1 to    Current Assignment.Process Workloads.User Is Currnet Group

             

            I verified I was in a Group that had Incidents assigned to it.  Ran the query and it comes back with no results.

            • 3. Re: Incident not showing in worklist if Assigned to Analyst
              Lara Hellman SupportEmployee

              Hi Matt,

               

              I don't know if it's just a typo in your last post but that first criteria should be: Current Assignment.Group is Current Group.  I don't know which query it is that you're editing but the Process Workloads attributes of Current Assignment is usually not available, it's a special system one that is only set on System-defined queries.  The criteria on these queries can't normally be altered.

               

              Thanks,

               

              Lara

              • 4. Re: Incident not showing in worklist if Assigned to Analyst
                Rookie

                This is a System Query.  Super User Workload List is the name of the query.  This is one of the queries we use on the Standard Analyst Console.  Should we create a User Query to use for this?  If so when we create the query what  Module and Business Object should we base this on to give us those options for the query criteria?  I have attempted to create this and cannot find the correct attributes to choose for the criteria.

                 

                I am an administrator of the system, so I can modify any of our queries...

                • 5. Re: Incident not showing in worklist if Assigned to Analyst
                  Apprentice

                  Hi there,

                   

                  Our own version of this query is very simple and consists of only two criteria; one to filter out closed and resolved incidents and the other to show incidents with an assignment that matches the currently open group. You can tweak this depending on what you're trying to show and to who:

                   

                  Current Assignment.Group (Is Current Group)

                   

                  Create the query under system and base it on incident management > incident; if that's what you're wanting to show.

                  You should then see the 'Current Assignment' attribute as a choice, expand that one and you should see 'group' under there; drag that onto the window and select the criteria you wish to use.

                   

                  Hope this helps.

                  1 of 1 people found this helpful
                  • 6. Re: Incident not showing in worklist if Assigned to Analyst
                    Rookie

                    Darren,

                    I was able to create the query with the criteria as you suggested.  This does give me the results I am looking for except for Analysts in multiple groups.  If an Analyst is in three groups I cannot find a way to show all Incidents from all groups.  Is there a way to do this?

                    • 7. Re: Incident not showing in worklist if Assigned to Analyst
                      Apprentice

                      Hi,

                       

                      Just so that I am clear on what you're trying to achieve here, which of the two below are you aiming for?

                       

                      1. Show incidents from all groups, regardless of who is currently logged in and viewing the query?
                      2. Only display the incidents from the group(s) that the logged in analyst is a member of?


                      I'm guessing the second?

                       

                      Number one is easy enough to achieve simply by removing the 'Current Assignment.Group' criteria so that it shows all incidents.

                       

                      Number two could be tough, I believe the criteria works based on what group the analyst is currently in rather than all groups as a whole which they are a member of. You could specify specific groups to be displayed in the criteria but that could lead to a lot of work and frequent changes depending on how many analysts need to view this query and how much their group membership differs/changes.

                       

                      The simplest way, but which may not be ideal for you is if you wrote a prompted query that lets them select which group to view or simply advise them to change their group and refresh the results to see what calls are assigned in their currently active group; both would require the 'Current Assignment.Group' or 'Current Assignment.Group (Is Current Group)' criteria adding to them in any case.

                       

                      Perhaps someone else has a better solution for this?

                      I'm not sure how (or if) you can specifiy a query to look at all the analyst's groups that they are a member of and display this in the query results.

                      As mentioned earlier, you can specify specific groups to display but that isn't a very flexible query that'll always work regardless of who's viewing it; this is generally what we usually want in order to save time and work in having to produce hundreds of queries which need altering on a regular basis.

                       

                      Sorry I could not be of more help but no doubt some query wizards on here will have some sort of solution or work around to this.

                      • 8. Re: Incident not showing in worklist if Assigned to Analyst
                        Rookie

                        Hi Darren,

                        You are correct.  We are looking for solution 2.  If possible I do not want to have a query hard coded with the group, if we change an Analysts group then we would have to remember to go back and modify the query.  And as for prompting them to enter the groups they are a member of, that is not a feasible solution either as our Analysts would tire very quickly of entering this.  If we do not find another solution we will probably have them change their groups and refresh to check the Incidents in each group.

                         

                        I really appreciate all of your input into this dilemna for us.

                        • 9. Re: Incident not showing in worklist if Assigned to Analyst
                          Lara Hellman SupportEmployee

                          Hi Matt,

                           

                          Unfortunately, you can't create queries with that kind of criterion on them yet.  Please see the popular discussion on our enhancement request forum to add your vote for its inclusion in a future release.  [36] Simple query for Incidents or Tasks assigned to all Groups of which an analyst is a member.

                           

                          Thanks,

                           

                          Lara

                          • 10. Re: Incident not showing in worklist if Assigned to Analyst
                            keithr Specialist

                            This might not be the answer but just in case its an oversight, you might want to check is that each Analyst is a supervisor of that support group.

                             

                            You can check this via administration, expand groups, then that support group\  Select each Analyst under the User branch and use the 'Modify User Group' action.  The checkbox for 'Is Supervisor' is the one that allows the Analyst to see all Incidents in a support group