6 Replies Latest reply on Jun 21, 2011 5:32 AM by karenpeacock

    Tasks cant been seen by teams

    neil_p1000 Apprentice

      Hi all

       

      Wonder if you can help.

       

      We are currently running SD 7.3.2 and have a dashboard which has 2 queries on it of MY IPCs and My Teams IPCs. The problem we have is when a Task is put into a Teams queue and then an analyst takes ownership it goes into the MY IPCs dashboard but dissapears from My teams IPCs, which means that if an analyst is on holiday nobody can see outstanding Tasks.

       

      My Question would be is there a way for the Task to show in both queues when an analyst takes ownership. I presume it the criteria of the queries but cannt seem to find a solution.

       

      Thanks

      Neil

        • 1. Re: Tasks cant been seen by teams
          karenpeacock SupportEmployee

          Hi

           

          Can you tell us the criteria of the My Teams IPCs please?

           

          Thanks

          Karen

          • 2. Re: Tasks cant been seen by teams
            Expert

            Hi Neil

             

            Is it possible that when an analyst "takes ownership" of the incident, that only the User attribute is being populated, and that the Group attribute is empty?  This would mean that it would disappear from the My Team list.

             

            Perhaps in the 'My IPCs' query, you could add the CurrentAsssignment/Group attribute to display the results of this.

             

            Cheers

             

            Paul

            1 of 1 people found this helpful
            • 3. Re: Tasks cant been seen by teams
              neil_p1000 Apprentice

              Hi Karen

               

              The Criteria we had in on MY IPC was

               

              LatestAssignment.User Is Current User

              Status.Is End Is Equal to False

              Status.Is Completion Is Equal to False

               

               

              Somebody on the comunity has suggested putting the criteria of

               

              OR LatestAssignment Is Current Group

               

              Do you think this would help? or is there a alternative

               

              Thanks

              Neil

              • 4. Re: Tasks cant been seen by teams
                karenpeacock SupportEmployee

                Hi Neil

                 

                Sorry to be a pain but is it possible to see the query criteria for My Teams IPCs rather than MY IPCS please?  It depends on what this has set already as to how I can advise further.

                 

                Best wishes

                Karen

                • 5. Re: Tasks cant been seen by teams
                  neil_p1000 Apprentice

                  Sorry Karen

                   

                  I thought i had replied to this but obviously i didnt. We still have the same problem

                   

                  Our My Teams IPC has the following criteria

                   

                   

                  latest Assignment.Group Is current group

                  AND Status.IS End Is equal To (False)

                  AND Status.Is Completion IS Equal To (False)

                  • 6. Re: Tasks cant been seen by teams
                    karenpeacock SupportEmployee

                    Hi

                     

                    Sorry about the delay in replying.  The query criteria looks ok to me so I think the most likely cause is the comment made further up this thread by Paul.  In Process Designer look at the "take ownership" automatic action and see what value types are set for the group attribute.  It should be set to "specify a macro" and "CurrentGroup".

                     

                    If you aren't convinced or aren't sure how to check this, then I'd recommend that you raise a support case for us to advise further.

                     

                    Best wishes

                    Karen