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changing "assignment to" person in templates

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Vldislav
Acclaimed Contributor

changing "assignment to" person in templates

Hello,

We use HP OV Service Desk 4.5 SP23

We have many templates for Work Orders. The same person is specified in many templates as "Assignment to" Person. If this person is out of office, it is necessary to replace him with another in all of this templates.

We have made workgroup in which have included only one this Person. In templates have specified this group, but the person automatically is not substituted.

Prompt please how to solve this problem? There can be a rule any to make?
3 REPLIES
The Pike
Honored Contributor

Re: changing "assignment to" person in templates

AFAIK, Assignment;To Person is not filled out automatically even if there is only one Person tied to the Workgroup entered.

So instead of adding a rule, you actually need to make sure Assignment;To Person is not being populated automatically via rules.

If no rules are involved, then this sounds odd enough to try clearing the server cache.

Do not forget to assign points for the contribution.
http://forums11.itrc.hp.com/service/forums/helptips.do?#33

The Pike
Vldislav
Acclaimed Contributor

Re: changing "assignment to" person in templates

The Pike, thanks for your reply!

We want to make something for to change responsible person only in one place, instead of changing â Assignment;To Personâ field in every WO template in cases when responsible person is out of office.

Whatâ s why we have:
1. Created Workgroup with only one responsible person
2. Filled in this WG in â Assignment;To Workgroupâ field in every WO template
3. Didnâ t put anything to â Assignment;To Personâ field

Unfortunately it doesnâ t work like we want: â Assignment;To Personâ is not filled out automatically.
Can we do something to make it works?
Are there any another ways to do what we want?
The Pike
Honored Contributor

Re: changing "assignment to" person in templates

Vl@dislav,

Check here:
http://forums11.itrc.hp.com/service/forums/questionanswer.do?threadId=483247

Again, do not forget assign points for the guidance. Check the forum's faq to learn about the points mechanism:
http://forums11.itrc.hp.com/service/forums/helptips.do?#33

The Pike
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