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Topic

    Shaheela D
    Reassign service requestAnswered
    Topic posted March 7, 2019 by Shaheela DBronze Medal: 1,250+ Points, tagged Integration, Reporting and Analytics, Service Request Management, Setup and Configuration 
    193 Views, 13 Comments
    Title:
    Reassign service request
    Summary:
    service request to be routed to the initial owner
    Content:

    Hi Team,

    I would like to reassign a service request to the initial owner who assigned to a particular group. 

    For example, I am creating one service request and it will be assigned automatically to an agent(Agent1) under a group as "Team1". The Agent1 will forward the request to the corresponding group as "Team2". Team2 agent(Agent2) will receive and resolve the request. Once resolved that service request will reassign to the initial agent (Agent1) since the Agent1 can able to close the service request. 

    If anyone aware of this please share your ideas to achieve.

    Thanks,

    Shaheela

    Version:
    19A

    Best Comment

    Shaheela D

    Hi All,

    Apologize for the delay and I have achieved the reassign a service request to the initial owner who assigned to a particular group via script.

    eg:  If the Agent1 handles one SR and that is forwarded to another department Agent 2. Once Agent 2 provides solution and that request will be auto assign to the initial agent 1 to resolve the SR. 

    The below is the script for reference

    def oldValue = getOriginalAttributeValue("AssigneeResourceId")
    if(ProcessID_c == null)  {                               
       setAttribute("ProcessID_c",oldValue)  
    }

     

    In field trigger:

    if(StatusCd =='ORA_SVC_INPROGRESS' && ProcessID_c !=null)
    {
      def InitialOwner = ProcessID_c
      setAttribute("AssigneeResourceId" ,InitialOwner )
    }

     

    Thanks,

    Shaheela

    Comment

     

    • Reghu

      Dear Shaheela,

       

      Couldn't comprehend properly from your description.  Agent 2 is resolving the SR and you want to assign it to Agent1  to do what?

    • Hari Menon

      Hi Shaheela,

      I am not sure about the value of assigning back to Agent1, if Agent2 is resolving the SR.

      There are also scenarios like What if Agent1 is removed from the SR team by somebody? How will you set the assigned to in that scenario?

      It would be good to find out the value of assigning it back to Agent1

      -Hari

      ​

    • Reghu

      Thanks Hari for the response. From what I understand with her description is, she wants to assign to Agent1 to close the SR.  But closure cannot be done by any user and its based on Profile option setting, after X days of resolved it will be closed.

      So it would be really good to understand the real purpose of doing this.

       

       

      • Hari Menon

        You are right, SR is not closed by a user. It is via a job.

        Agree with you that it would be best to understand the exact use case.

         

        -Hari

    • Shaheela D

      Hi All,

      Thanks for the response. Sorry for the misunderstanding. That scenario is just an example whether we can able to reassign the service request who forwarded.

      Please take the below scenario.

      Initially SR will be forwarded to relative department by Customer Service executive. Once other department person resolved the issue then SR should come back to same CS executive who forwarded it initially.

      Please guide me how to achieve this scenario.

      Thanks,

      Shaheela

       

      • Hari Menon

        Shaheela,

        - The easiest way for this would be for the department person to re-assign the SR to the CS executive after they have completed the action required for the forwarded SR.

        - If you want it automated, you will need to do some customization where you will need to capture who the original assigned to was and then use object workflow or groovy to assign the SR back to the original CS executive.

        But first you need to figure out the actual workflow for your process. E.g.:

        - When the SR is forwarded to the department, are you going to re-assign the SR to that department?

        - If so how will the department indicate that they have completed their work? Do you have custom fields to track this?

        Some questions before you go this customization route:

        - Have you considered using activities and tasks under the SR to track if multiple people need to do work to resolve the SR?

        - Have you considered action plan and seen if that will meet your needs?

        Thanks

        -Hari

    • Reghu

      Dear Hari,

       

      Thanks for the response.

      I was held up with somethings yesterday so couldn't respond on this.     We have had similar requirements where forwarding becomes inevitable. 

      One of the main reasons why we cannot use activities is, it doesn't have Assignment or queues  unlike SRs.  We need to know the exact person to be assigned to and do manually.

      Say if I use Action plan to create a SR,  Does it relate the new SR to the original SR?  ( I was trying to test this out, but unfortunately running into error and Action plan is not giving why exactly its resulting in error).

      Regards

      Reghu

    • Hari Menon

      @Reghu,

      You are right that the activities do not have assignment process but they do have owners. So you can create a task under the SR and make the other department the owner of the activity and the original SR will stay assigned to the CS Executive.

      With regards to Action plan, I see that you are already working with Chris on a separate thread. He is the expert in that area, so he can provide you suggestion on that thread.

      -Hari

    • Reghu

      Sure Hari, I will work with Chris on the Action plan issue part.  If it works like creating the relationship automatically with the new SR and the origin SR  then that should really solve the problem here.

      W.r.to Activities, that's the problem the owner should be a resource not a queue unlike Service request.  That's was one of the reasons why proposal on this was rejected along with the assignment not present issue.

      • Hari Menon

        I see, so you want the activity/task to be assigned to a queue? 

        Hopefully, the action plan issue will be resolved for you.

         

        -Hari

    • Reghu

      Yes.  I hope too :)

    • Shaheela D

      Hi All,

      Apologize for the delay and I have achieved the reassign a service request to the initial owner who assigned to a particular group via script.

      eg:  If the Agent1 handles one SR and that is forwarded to another department Agent 2. Once Agent 2 provides solution and that request will be auto assign to the initial agent 1 to resolve the SR. 

      The below is the script for reference

      def oldValue = getOriginalAttributeValue("AssigneeResourceId")
      if(ProcessID_c == null)  {                               
         setAttribute("ProcessID_c",oldValue)  
      }

       

      In field trigger:

      if(StatusCd =='ORA_SVC_INPROGRESS' && ProcessID_c !=null)
      {
        def InitialOwner = ProcessID_c
        setAttribute("AssigneeResourceId" ,InitialOwner )
      }

       

      Thanks,

      Shaheela

    • Reghu

      yes, this is what we were telling.  Good job

     

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