Difference between revisions of "Assign Action Item"
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| − | + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/assign-action/ Hornbill Document Library]. | |
| − | = | + | [[file:hornbill-document-library.png|Assign Action|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/assign-action/]] |
| + | <!-- | ||
| + | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
| + | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > Assign Action Item | ||
| + | </div> | ||
| + | {|style="width: 100%" | ||
| + | |- valign="top" | ||
| + | |style="width:73%"| | ||
| + | ==Introduction== | ||
The Assign Action allows a user to assign or reassign the request to another team or specific individual. | The Assign Action allows a user to assign or reassign the request to another team or specific individual. | ||
| + | |style="width:5%"| | ||
| + | | | ||
| + | |style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"| | ||
| + | |||
| + | == Related Articles == | ||
| + | :* [[Incident Requests]] | ||
| + | :* [[Problem Records]] | ||
| + | :* [[Service Requests]] | ||
| + | :* [[Change Requests]] | ||
| + | :* [[Release_Requests|Release Requests]] | ||
| + | :* [[Service_Manager_Business_Process_Workflow#Requests|Assignment Workflow Automation]] | ||
| + | :* [[Service_Manager_Business_Process_Workflow#Access_Control|Access Control]] | ||
| + | :* [[Multi-Select_Actions|Multi-Select Actions]] | ||
| + | :* [[Service_Support_Teams|Service Supporting Teams]] | ||
| + | |} | ||
| + | |||
| + | |||
| + | [[File:Assign_Analyst_Status.png|right|400px]] | ||
=== Available Teams === | === Available Teams === | ||
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=== Analysts Presence and Availability === | === Analysts Presence and Availability === | ||
| + | |||
| + | When deciding which analyst to assign the request too, you can view both the analyst's presence and their availability. | ||
| + | |||
| + | === Presence === | ||
| + | |||
| + | These settings indicate if the analyst is online, online via the mobile app or offline. The following describes each of the visual prompts. | ||
| + | |||
| + | * Online (Green Circle) - The analyst is logged into the user app and has been active in the last 15 minutes | ||
| + | * Inactive (Golden Circle) - The analyst is logged in but has not been active in the last 15 minutes | ||
| + | * Offline (Hollow Circle) - The analyst is not logged into the user or mobile app | ||
| + | * Mobile Image - The analyst is logged into the mobile app | ||
| + | |||
| + | === Availability === | ||
| + | |||
| + | The analysts have the ability to set their own status from their Profile and account settings, an availability setting is always required and can be set as '''Available''' or other options including, '''In A Meeting''', '''Do Not Disturb''', or '''On Holiday''' as examples. | ||
| + | |||
| + | * If the analysts availability is set to anything other than '''Available''' the current availability status will be displayed against the analyst in the drop down list. | ||
| + | * If a supporting message has been provided by the analyst to support their availability status, this can be viewed by hovering over the analysts name in the list. | ||
| + | |||
| + | === Visibility === | ||
| + | |||
| + | Decide if the assign action post on the timeline of the request will be customer facing or private to the team working on the request. | ||
| + | |||
| + | === Take Ownership === | ||
| + | On the request's Information box, a button is made available that allows a user to quickly '''Take Ownership''' of the request without using the Assign action. This button is only visible when | ||
| + | * The user is a member of the currently assigned team. | ||
| + | * The request is not currently assigned to an owner. | ||
| + | --> | ||
| + | [[Category:HDOC]] | ||
Latest revision as of 18:07, 10 April 2024
This document can now be found at its new location in the Hornbill Document Library.
