Task in Task Template not assigning to Manager
I have created a Task Template for creating a task that should automatically be assigned to the Responsible's Manager. From what I understand, if Some Group has a manager set, that would be the person who automatically gets assigned to the task. Is that correct? If so, it is not working for us.
In our situation, Some Group has a manager set to "Yes" (see attached screenshot). I assume this is the setting that "Responsible's Manager" uses to assign the task. On the Edit Template Task page, I have tried selecting the options "Responsible's Manager", "Reviewer's Manager", and "Service Owner's Manager". None of these assign the task. The task is always left unassigned.
Am I missing something or is it just not working as expected? Thanks!
Answer (1)
Hello Jason,
When the task's role assignment is "Responsible's Manager", that means the responsible individual's (or group if the ticket is directly assigned to a group and not a person) manager, assuming the ticket is directly assigned to a person. In order to have the task end up assigned to the manager of a particular group, you would have to have the ticket assigned to that group directly at the time the task template was applied (or at least at the time the task in question became active within the template).
Does that make sense?
It sounds like your tickets are coming in as "Unasigned" entirely, which would explain why it isn't assigning the desired person to the tasks either, because there's no initial value on the ticket for it to base its role assignment on.
Sincerely,
Mark Sayers
Sr Support Consultant, CS
So the ticket gets assigned as expected but the TASK is left unassigned after trying everything described in my original comment.
If its helpful, here is a screenshot of the task template so you can see what I have it set to: https://i.imgur.com/E2XbV6n.jpg - Jason Raveling Tue 3/14/23 4:07 PM
It's possible your other templates are experiencing something similarly related unless we're only dealing with just the one task template. - Mark Sayers Wed 3/15/23 3:14 PM
https://solutions.teamdynamix.com/TDClient/1965/Portal/Requests/ServiceDet?ID=2147 - Mark Sayers Wed 3/15/23 4:41 PM