Handling Group Tasks

SecureChange Requester This KC page is intended for SecureChange handlers who are responsible for processing change requests.

Overview

If you are in a group with the permission that lets members handle each other's tasks, group members share the responsibility for all tasks assigned to their group. If a specific handler cannot perform a task, any other member can self-assign the task.

Self-assign a task handled by another group member

  1. Set the View filter to list the tasks that you want to handle:

    • My open tickets (default): Shows all tickets for which you are the handler:

      • Tickets that are assigned to you directly (not in the context of a group)

      • Tickets that are assigned to one of your groups, but before it is assigned to a group member

    • Group: (Group Name) – Shows all the tickets that are assigned to your groups:

      • Tickets that are assigned to one of your groups, but before it is assigned to a group member

      • Tickets that are assigned to one of your groups, with you - or any other member - as the handler

    • (Query name) – If you performed a search and saved your query, you can select it from the list.

      You can create searches that find tickets by the assigned group.

  2. Choose the group ticket that you want to handle from the list.

    The Current Handler column shows whether the current step is assigned to you directly or assigned to you in the context of a group. For a group where no handler has yet been assigned, hover on Potential Handlers for possible handler options:

    This column also indicates the ticket's assignment mode (set in the step's Assignments tab):

    Syntax

    Example

    Assignment Mode

    Assignment Status

    <User Name>

    Alice

    Self-assigned,
    Auto-assigned, Manually-assigned or Manager assignment

    Assigned directly to the specified user (not in the context of a group)

    <Group Name>

    Firewall Team

    Self-assigned

    Assigned to the specified group,
    but has no handler

    <User Name>< (Group Name) >

    Alice(Firewall Team)

    Assigned to the specified group and handled by the specified member

    - - -

    - - -

    Either:

    • Assigned to more than one user or group, but has no handler
    • A closed task

    <User/Group Name 1>,
    <User/Group Name 2>,
    <User/Group Name 3>…

    Firewall Team, Alice, Robert

    Dynamic assignment

    Assigned to all the specified users or groups that meet the task's conditions.

  3. To become the handler of a group task, choose one of the following:

    • If the group task has no handler, you are notified that the task is waiting to be assigned and can click Accept Task to become the handler:

      assign task bar

    • If the group task already has a handler, you are notified to whom the task is assigned, but you can click Assign to self to take over the task:

How do I get here?

SecureChange > Tickets