I’m new to LDSD and we’re struggling to get started. We’re only working on the web-desk. V7.5 (Not using the console..yet)
Issue we experienced:
On the Incident and Request processes, our analysts used the “Completed” action after the assignment action when they logged the incidents/requests. The assigned analysts couldn’t see the work in their respective queries and their dashboard views (queries on the dashboard).
We’ve since deleted the related action after assignment. related action:“Completed”. This ensures that the analysts logging the cases cannot use the completed action, resulting in the assignees being able to see cases assigned to them.
I am a bit worried about a possible break downstream with us deleting the completed action after assignment.
Can anyone tell me if/what issues we might experience by deleting this related action?
You can hide the completed action so that it remains in place for the process to use but isn't seen by the analysts. That is what we tend to do. If you contact your support team they should be able to give you a script that does this.