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!

Tags requests tdadmin tasks tickets template services
Asked by Jason Raveling on Tue 3/14/23 12:41 PM Last edited Tue 3/14/23 12:48 PM
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Answer (1)

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Mark Sayers Tue 3/14/23 1:57 PM

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.

Mark Sayers
Sr Support Consultant, CS

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Hi Mark. Thanks for the reply. The Ticket is assigned upon form submission as expected. It is set on the form (or service, can't remember) to be assigned to "Some Group".

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
Is the manager of the "Some Group" someone who has both TDNext access and also access to that ticketing app? - Mark Sayers Tue 3/14/23 4:35 PM
The manager of "Some Group" has access to both TDNext and the ticketing app. I just verified by having them visit both. - Jason Raveling Tue 3/14/23 5:19 PM
Can you provide the app ID and ID of a ticket where this issue arose? - Mark Sayers Wed 3/15/23 8:45 AM
Yes. This is in our sandbox environment, app ID 85. Service Request 869083, 869084, and 869085 are all ones with the Task Template applied. Each one was submitted with a different setting on the task in the task template (i.e. Reviewer's Manager, Responsible's Manager, Service Owner's Manager). - Jason Raveling Wed 3/15/23 1:14 PM
So ticket 869083: That has service "Request Access to a MyBSU/MyNTC Tool" associated with it. I *do* see that service has a group configured as owning it, *but* the manager of that group has "No" under the group membership setting for "Notified?". Try flipping that to Yes, and then test with that same task template again.

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
Flipping the setting for "Notified" to Yes didn't work. I tested by creating Service Request #869092. - Jason Raveling Wed 3/15/23 4:14 PM
Ok I'm not sure what else it could be. Can you submit this as a ticket using this service and I'll escalate it for you?

- Mark Sayers Wed 3/15/23 4:41 PM
Thanks. Submitted. Incident ID 22509888. - Jason Raveling Wed 3/15/23 4:59 PM