Hello everyone, Has anyone seen this?
If a change request has a NULL Change Implementer group, it auto assigns to a group totally unrelated to the ticket. I think it may be the way I’ve got the Assignment Configuration form set up. We set it up so for instance if the Org for a ticket is Network Operations Center>Escalation, then the ticket is assigned to Network Operations Center >Escalation. And I was thinking that if we checked all the modules under Available Systems/Systems Supported, that I would work the same for Change as it does for Incident. However, what it’s doing is, it chooses a support group that is totally unrelated since the active link qualification doesn’t look at the support group as part of the Set Field If qualification. The active link is CHG:CRQ:ChangeImplementerAutoRoute_100 and the Run If is: ( 'Assignment Event' = "- General -" ) AND (( 'Contact Company' = $Company$) OR ( 'Contact Company' = "- Global -" )) AND (( 'Product Categorization Tier 1' = $Product Cat Tier 1(2)$) OR ( 'Product Categorization Tier 1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $Product Cat Tier 2 (2)$) OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product Categorization Tier 3' = $Product Cat Tier 3 (2)$) OR ( 'Product Categorization Tier 3' = $NULL$ )) AND (( 'Product Name' = $Product Name (2)$) OR ( 'Product Name' = $NULL$ )) AND (( 'Region' = $Region$) OR ( 'Region' = $NULL$ )) AND (( 'Site Group' = $Site Group$) OR ( 'Site Group' = $NULL$ )) AND (( 'Site' = $Site$) OR ( 'Site' = $NULL$ )) AND (( 'Company' = $Location Company$) OR ( 'Company' = "- Global -" )) AND (( 'Categorization Tier 1' = $Categorization Tier 1$) OR ( 'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' = $Categorization Tier 2$) OR ( 'Categorization Tier 2' = $NULL$ )) AND (( 'Categorization Tier 3' = $Categorization Tier 3$) OR ( 'Categorization Tier 3' = $NULL$ )) AND ( 'Change Management Selection' = "Yes") AND ( 'Status' = "Enabled") So, I can either remove the check for Change Management on the Assignment Configuration form,,, or I can modify the OTB active link to look at the org vs support group as well.... OR any other ideas? Thanks… Mary Dollus _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
