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change "To Person" by mail???

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kestas_4
Frequent Contributor.

change "To Person" by mail???

SD sends mail to IT specialist

Description= assigment to problemos
Information= xxxxxx
Configuration Item= OOOOO
Impact=Medium
Priority=Top
Assignment;To Workgroup;Name= XXXXXX
Assignment;To Person;Name= YYYYYYY
Status=In Progress
Solution=

IT specialist changes field "Assignment;To Person;Name" value to "ZZZZZZZZ",
field "Impact" value to "Top"
and sends back mail to SD.
SD sends mail to IT specialist, everythink ok:
.....
Impact = TOP : Validation OK
Assignment;To Person;Name =ZZZZZZZZ : Validation OK
....

In SD(Service call) Impact field is changed to "Top", but field To Person="YYYYYYY", it is not "ZZZZZZZZ".
How to change "To Person" by mail?
7 REPLIES
Rach Pepperdine
Trusted Contributor.

Re: change "To Person" by mail???

Have you checked that the person you are reassigning this call to is in the workgroup the call is assigned to?
kestas_4
Frequent Contributor.

Re: change "To Person" by mail???

Yes, he is in the same workgroup.in history tab is record that name is changed. What is wrong?
Mark O'Loughlin
Acclaimed Contributor.

Re: change "To Person" by mail???

Hi,

does the log file show any reasons why?

If not try switching on the e-mail debug option and send the mail again then check the log.

One other thing is can the Assignment;To Person be actually changed with an e-mail update. I can't remember - will see if I can check.
kestas_4
Frequent Contributor.

Re: change "To Person" by mail???

I don't know which log?:(.
Hellp!

I have found "
Assignment;To Person;Name =ZZZZZZZZ "
in a History tab,Preview field.
But in Service call, General tab, field "To Person" is equal to "YYYYYYY".


kestas_4
Frequent Contributor.

Re: change "To Person" by mail???

Does it imposible to change "To Person" and "To Workgroup" by mail?
kestas_4
Frequent Contributor.

Re: change "To Person" by mail???

Does it impossible to change "To Person" and "To Workgroup" by mail?
Anda Apine
Honored Contributor.

Re: change "To Person" by mail???

IT specialist who sends e-mail to SD - what is his name? Is it YYYYYYY?

Why you need to change to person field?