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Rule to set the Assignment From WorkGroup

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sandeep_
Member

Rule to set the Assignment From WorkGroup

Hi,

Is there a rule to set the Assignment From Workgroup? Basically am looking for the flow, which workgroup assigned the Incident to which Workgroup. I did try having a text box which updates it with the current WG when the form is opened, and another DB rule to check if the assignment to workgroup is not the same as this copied field, if so update the "assignment from workgroup" with the copied field(which is the Search code). But this is actually changing the workgroup search code itself. Kindly advise.

Regards,
Sandeep
15 REPLIES
George M. Meneg
Honored Contributor

Re: Rule to set the Assignment From WorkGroup

Hello,

Have a look at http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=787798

Mind however that this might not work from SP25 and onwards.
menes fhtagn
sandeep_
Member

Re: Rule to set the Assignment From WorkGroup

Thanks George, unfortunately we use SD5.0 Patch2. Is there any other means to update that field? I have wrecked my head, havent got any solution yet.
George M. Meneg
Honored Contributor

Re: Rule to set the Assignment From WorkGroup

Hello,

In that case your only option is a web api application, either using "update data from external system" or by executing a program.
menes fhtagn
Ruth Porter
Honored Contributor

Re: Rule to set the Assignment From WorkGroup

Hi Sandeep,

I think I must be misunderstanding your requirement, because as far as I am aware, SD (even version 5) does this for you and you can see in the history and analysed data which group assigned to which other group.

Could you explain a bit more?

Regards, Ruth
http://www.teamultra.net
sandeep_
Member

Re: Rule to set the Assignment From WorkGroup

Hi Ruth,

Basically I am writing a DB rule for email notification saying this ticket has been assigned to your workgroup from "ABC" workgroup.
Also, the same method would be used for a different notification. Notification should only be sent when the "Assignment From workgroup" is "ABC".

Regards,
Sandeep
Ruth Porter
Honored Contributor

Re: Rule to set the Assignment From WorkGroup

Hi there,

I am still not sure why you cannot just use something like:

[Assignment (More);From workgroup;Name]

in the email or set your text box equal to the attribute [Assignment (More);From workgroup;Name]

Could you post the rule you are trying use?

Hope this helps, Ruth
http://www.teamultra.net
sandeep_
Member

Re: Rule to set the Assignment From WorkGroup

Hi Ruth,

The "Assignment From Workgroup" field does not get auto populated. I guess there needs to be a rule to populate it. Hence the problem in using "when Assignment; Assignment From Workgroup; From Workgroup Equals "ABC""

Will paste the DB rule am using once I get into the network to access OVSD.

Regards,
Sandeep
Ruth Porter
Honored Contributor

Re: Rule to set the Assignment From WorkGroup

Hi Sandeep,

you say 'The "Assignment From Workgroup" field does not get auto populated'

It does on my version 5 system and I can write a DB rule which puts the "Assignment From Workgroup; Name" in a text field and it works fine.

So I am really puzzled by what is going on!

Regards, Ruth
http://www.teamultra.net
sandeep_
Member

Re: Rule to set the Assignment From WorkGroup

Thats right Ruth, "Assignment From Workgroup" does not get auto populated. :( and I have been trying all possible logic with the rules, but in vain. Could you please check in your environment if there is any HP Best Practice rule to set this "Assignment From Workgroup". Would help me a lot! Thanks again.

Regards,
Sandeep
Ruth Porter
Honored Contributor

Re: Rule to set the Assignment From WorkGroup

Hi Sandeep,

I have not done anything as far as I know: the from workgroup gets set as soon as you change the Assignment to work group field and you can see it set in the grey box underneath the Assignment fields. (see attached)

Can you post a similar screen shot of what happens when you amend the assignement to workgroup field?

Regards, Ruth
http://www.teamultra.net
sandeep_
Member

Re: Rule to set the Assignment From WorkGroup

Hi Ruth,

There are no updates in that greyed out field other than the "Assignment Status", but I see that the History lines show the "To Workgroup "..." From Workgroup "...".

I wonder what's happening....

regards,
Sandeep
Ruth Porter
Honored Contributor

Re: Rule to set the Assignment From WorkGroup

Hi Sandeep,

Did you amend the Assignment form at all?

Ruth
http://www.teamultra.net
sandeep_
Member

Re: Rule to set the Assignment From WorkGroup

Hi Ruth,

I don't think there have been any changes done to the Assignment form, snapshot as attached.

Regards,
Sandeep
H Niska
Acclaimed Contributor

Re: Rule to set the Assignment From WorkGroup

You where probably testing the rule with the system user, those fields are not populated when your working with that user.

Try an ordinary user instead.
sandeep_
Member

Re: Rule to set the Assignment From WorkGroup

Thanks for your answers. I had solved this issue quite a while back, dont remember how :).
Sorry for keeping it open this long.

Cheers!
Sandeep
//Add this to "OnDomLoad" event