Assign to a person / Rota

Date

2011/03/30

What

Request from many supporters to:

• be able to assign a ticket to someone else in the same assignment group,
• have a rota functionality.

Useful documentation about the out-of-the-box rota feature:

• Rota plugin
• Useful Business Rules to enable
• Creating a new roster

How

• To enable the 'Group on-call rotation' plugin:
  • go to System Definition > Plugins on the left menu,
  • find the plugin
  • click on 'Activate/Upgrade'

• I enabled (active = true) the following Business Rules:

Business Rule name	Function
On-call Assign (Current) 2	Copied the one out of the box and modified it - automatic assignment to person on rota
On-call Rotation Notify	for notifications. See this page
On-call Rotation Cancel	for notifications. See this page

• I copied 'On-call Assign (Current) 2' and added it to 'u_request_fulfillment'.

• I modified the 'Make assigned to hidden' UI Policy on request and incidents:
  • hiding field only when state is New

• I modified the Access Control on incident.assigned_to (write) and u_request_fulfillment.assigned_to (write):
  • duplicating the ACL from incident.* and u_request_fulfillment.* (because of the existing task.assigned_to ACL).

• New Access Control (list_edit) on incident.assigned_to, u_request_fulfillment.assigned_to: only admins can list_edit, so that the Client Scripts are always executed.

• So that the rota functionality works when reassigning to a group with a rota, I deactivated:
  • 'In progress state only for group members' Business Rule in incident.
  • '(req) In progress state only for group' Business Rule in u_request_fulfillment.

• Modified:
  • 'setAssignedTo' Client Script for incident - if In Progress and no assignee yet, assign to current user
  • '(Req) setAssignedTo' Client Script for u_request_fulfillment - if In Progress and no assignee yet, assign to current user

• Added new email templates:
  • incident.assigned.to.person
  • requestFul.assigned.to.person

• Empty 'Assigned to' when 'Assignment group' is emptied (wasn't the case):
  • Modified 'AssignmentGroup-Status' Client Scripts (inc / req)
  • Business Rule doing the same [TO DO]

• Set state to Assigned when Assignment Group is emptied (thanks Omar!):
  • Modified 'Assignment group OnChange' OnChange Client Script on task (works also when Assignment Group empty)
  • Business Rule doing the same

• Client Script that makes 'Assigned to' read only, except for people in the current Assignment Group.
  • Note: on change Client Scripts are also executed on load.

• The 'On-call Rotation' Application in the left menu is only visible to:
  • roles 'admin', 'rota_admin', 'rota_manager'

Example: How to Set up a Rota for IT-PES-PS

The PES-PS rota starts on Friday at 17:30 until the next Friday at 17:29:59. Here's what needs to be created (in the 'On-call Rotation' module):

• Roster Schedule Types (warning! rota_admin can't create those):
  • Name: PES schedule
  • Repeats: Weekly
  • Repeats on: Fri
• Create New Rota:
  • Group: WMS 2nd line support (for instance)
  • Rota name: you choose
  • Rotation start date: coming Friday
  • Schedule type: PES schedule

All members of the group are added automatically. Reorder them in the rota order so that the Calendar is properly filled.

Issues:

• Can't make a schedule that would repeat every week at 17:30. Maybe with manual, but can't figure out how to do that.*
• Not intuitive how to change the order of the people... Works by deleting + readding*
• Need to create one rota per group... Maite Barroso will have fun with her ~20 different groups... Suggested solution:
  • Keep several SEs (VOMS, BATCH, etc.)
  • But create a unique FE (just like Monitoring Tools)
  • Possibility to add FEC Categories.
  • Problematic for 3rd line: it's different people for VOMS, BATCH, etc.
  • Possibility: create different SEs (Ex: BATCH Internal) for 3rd line.

Update Set

Update sets:

• 20110311 SOPH Assign to someone else feature
• 20110411 SOPH Assign to someone else feature 2
• 20110413 SOPH Assign to someone else feature 3
• 20110413 SOPH Assign to someone else feature 3
• 20110419 SOPH Assign to someone else 4
• 20110428 SOPH Assign to someone else 5
• 20110413 RAA SOPH Notifications for take away incidents
• 20110415 RAA Notifications changes and renames
• 20111504 SOPH [FIX] Typo inconsistencies in email templates

Issues

• Issue (thanks to Zhechka and Omar for his help on ffinding this out and debugging it):
  • The 'On-call Assign (Current)' Business Rule coming from the rota plugin is incorrect.
  • It should be on 'before' and not contain 'current.update'.
  • See the Service-now Wiki Page
  • Reported to Service Now

• To avoid breaking too many things, they want that the ticket becomes 'In Progress' when 'Assign to' is filled. This will break (at least) the following metrics:
  • Incident State Duration
  • Assigned to when in progress Duration

• TO DO
  • business rule, when state -> Assigned, assigned_to should be emptied DONE
  • BR: change AG, clear assigned_to

-- SophieLemaitre - 30-Mar-2011