Responsible
This is the most important role in Gjallar. If you are responsible for a case it means that you have the responsibility to make sure it moves forward and is not stalled or forgotten. It does not necessarily mean you are the only one that can edit it, move it or work on it, but you are the bottom line.
There are several different ways that responsibility can be assigned and changed and there are several settings per Process that decides how it works.
When a case is created by email the roles Alerted and Interested are automatically populated using To:- and CC: fields from the email, but the Responsible role is not automatically set. If the case is created online then the default creation Form can contain a field for Responsible so that the user can pick a user as responsible directly, but normally that is not the case. This means that newly created cases normally do not have the Responsible role set.
But creating a case implies moving it into the Inbox stage and when moving a case into a stage Gjallar will automatically try to assign Responsible according to the following logic:
- If the stage has one or more gatekeepers, the least loaded (has responsibility for the fewest cases) gatekeeper will be assigned as Responsible.
- ...otherwise, if the the case has no Responsible set and the setting allowNobodyResponsible is false, then the least loaded Process administrator will be assigned as a last resort.
This means that unless allowNobodyResponsible is true, Gjallar will make sure someone is responsible from creation of the case - even if it has to fall back to the Process administrator (and a Process always has at least one administrator).
Process settings
The following settings relate to responsible. They are set typically using "self settingAt: #allowNobodyResponsible put: true" (or false) in the Process console.
- allowNobodyResponsible. If this setting is true cases with Responsible set to "Nobody" are allowed. The system will not force someone to be responsible during case creation (as described above). Default is true.
- allowNobodyResponsibleSeconds. The time in seconds that cases are allowed to exist without having someone assigned as Responsible. Default is 24x3600.
- allowSettingResponsiblityToNobody. If this setting is true users can set Responsible to be "Nobody". Default is false. This setting has no effect if allowNobodyResponsible is false.
- allowTakingResponsibility. If this is true anyone can take the responsibility of a case from someone else. Default is true.
- allowGivingResponsibility. If this is true the responsible user can transfer responsibility to someone else. Default is true.
- allowOfferingResponsibility. If this is true the responsible can offer responsibility to someone else, but the transfer is not made until the other user also accepts by taking it. Default is true. Has no effect if allowGivingResponsibility is true. NOT YET IMPLEMENTED
- allowRequestingResponsibility. If this is true anyone can request responsibility from the user currently responsible, but the transfer is not made until the responsible accepts by giving it. Default is true. Has no effect if allowTakingResponsibility is true. NOT YET IMPLEMENTED
- onlyResponsibleCanMove. If this is true only the responsible user has the ability to move the case in the workflow graph. Default is false.
- onlyResponsibleCanClose. If this is true only the responsible user has the ability to move the case to a stage which isClosed. Has no effect if onlyResponsibleCanMove is true. Default is false. NOT YET IMPLEMENTED
The default values describe a Process where cases are automatically assigned to the least loaded administrator (or gatekeeper of the Inbox - is such exists) when one day has passed. During that first day anyone can take the responsibility of the case and can also later give it to someone else. Responsibility can not be set back to "Nobody" once assigned though.
