Simplify Owned/Assigned concepts
under review
E
Elaine Dennehy
Few things that could be made simpler from a user perspective.
1) Tickets and Actions are assigned when someone is working on them. Cases can be assigned but can also remain unassigned even if someone is working on their component actions. This inconsistency becomes evident in MI when you see a mix of assigned/unassigned cases .... it does not give an accurate picture to managers assessing team workload ... if actions of a case are assigned and being worked on then it could make sense that the case be auto assigned (to whom would need to be determined).
2) Work items can be "owned" and this terminology can be misinterpreted … it’s not really “own” in the sense that an agent in the Business might own/look after a particular, say New Business case. Instead it is like a hibernation assignment for various reasons e.g. while something is on Pause or has been split or has had a case created from it … Could the description "own" be revised to be more meaningful and easily understood?
3) It is possible to assign an owned item to a user (either manually or auto assignment) and when this happens then the item can appear in both the user's inbox and owned work inbox. Work items in this scenario also appear in a “No Queue” queue visible to users. This causes a lot of confusion for our users. Can this be looked at?
Sandana Thevar
under review
Kamal Saran
Kamal Saran
open
Kamal Saran
Hi All,
We are planning to sunset the ‘owned work’ feature from the product by end of 2023. We think the new status simplification work in the 21.1+ release will reduce the need for this feature.
As of now, we are thinking about the implication of the removal on our existing user base. We may need to polish some other features so that the current user base can be switched to the new function.
Please let me know if you are using this feature and related business case so we can assess it and guide you through the next steps.
Once we have a concrete plan, we will be in touch with you about the removal ETA and the next steps. For now, please keep in mind that it will be dead soon and plan your next business configuration accordingly.
Thanks,
Kamal
Kamal Saran
under review
Kamal Saran
Merged in a post:
Visibility of Owned Resolved tickets
E
Elaine Dennehy
When you split a ticket or launch a case from a ticket, the original ticket is set to Resolved and resides in the “My Owned inbox” of the user that performed the action, until the child work item has fully hard completed. The technical reasoning behind why these tickets are kept in the background is sound but users don't really need to see them in amongst all other "owned" work they have, it causes a quite a bit of frustration and confusion for our users. Perhaps those tickets could only become visible in the users inbox on the occasion of their being needed again e.g. if a case is aborted then the original ticket could be visible again.