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another behavior in R17.1 in selection group and assignee?

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  • 1.  another behavior in R17.1 in selection group and assignee?

    Posted 01-14-2019 05:47 AM

    Hi ,

    We have a different behavior in a incident when filling in group and assignee in the ticket after migrating from 14.1 to 17.1.
    The behaviour should be the same again as in R14.1.

    With us, group is mandatory and assignee not.
    The NX_ENV variable NX_GROUP_ASSIGNEE_INDIPENT probably regulates behavior.
    When I put in ' NX_ENV ' (group is already filled via category):

    a)NX_GROUP_ASSIGNEE_INDIPENT = LENIENT

          press search: All analysts of this group
          press search: Now all analysts are shown
       That is so correct (like as R14.1).
       But after selecting an analyst who is not part of the group, the field assignee will be cleared again when saving the ticket.

    b) NX_GROUP_ASSIGNEE_INDIPENT = YES

    press search: All analysts will be shown, regardless of the group
    Saving is successfull.

    c) NX_GROUP_ASSIGNEE_INDIPENT = any

                only the analysts to this group will be displayed, another selection is not possible
    d) no variable NX _ GROUP _ ASSIGNEE _ INDIPENT

    same behavior as c)
    Can anyone help?



  • 2.  Re: another behavior in R17.1 in selection group and assignee?

    Posted 01-14-2019 09:49 AM

    Horst, it seems all these are designed behaviors...which one you think is problematic? Thanks _Chi



  • 3.  Re: another behavior in R17.1 in selection group and assignee?

    Posted 01-14-2019 10:43 AM

    Hi Chi,

    thanks, I hope not. The ' NX_GROUP_ASSIGNEE_INDIPENT ' variable is new and works like as R14. But there is the problem with saving. That's why I assume an error.
    I've already looked at all the spell files if there's a problem there (nothing found).
    Can anyone test this behavior?



  • 4.  Re: another behavior in R17.1 in selection group and assignee?

    Posted 01-14-2019 11:36 AM

    ' NX_GROUP_ASSIGNEE_INDIPENT ' is wrong

    better ' NX_GROUP_ASSIGNEE_INDependENT '



  • 5.  Re: another behavior in R17.1 in selection group and assignee?

    Posted 01-14-2019 10:06 PM

    Good pickup. 

    Can confirm variable name.

     

    There was a fix that uses this variable released in 17.1.0.1 at p12 here:

    DE38901

    https://docops.ca.com/ca-service-management/17-1/en/files/475922558/476983927/1/1528877714845/Steps%20to%20Reproduce%20-… 

     

    Kyle_R.



  • 6.  Re: another behavior in R17.1 in selection group and assignee?

    Posted 01-15-2019 08:01 AM

    Hi Kyle,

    thank you for help.

    In our SDM we need the behavior as in a)  first search shows only the analysts of the group

    the second search shows all analysts.

    @NX_GROUP_ASSIGNEE_INDEPENDENT=yes  shows all analysts but can save the selected assignee.

     

    If I define @NX_GROUP_ASSIGNEE_INDEPENDENT=lenient
    than is the behavior ok.

    When I press the save button clears that the Assignee field.

    Is there a solution for this?

    Horst



  • 7.  Re: another behavior in R17.1 in selection group and assignee?

    Posted 01-17-2019 01:27 AM

    Hello Horst,

     

    If the behaviour is not working as per the following document, then please open up a CA Support ticket with a cross-link to this Community post for investigation:

     

    Assignee cleared out of tickets after upgrading to - CA Knowledge 

     

    Inspect the the NX.env file manually on all SDM servers to make sure that it is really set at the file level.

     

    Thanks, Kyle_R.



  • 8.  Re: another behavior in R17.1 in selection group and assignee?

    Posted 01-17-2019 04:45 AM

    Hi Kyle,

    big thanks for your answer.

    Here for all:

    Assignee cleared out of tickets after upgrading to 17.1.

    Document ID : KB000117906
    Last Modified Date : 23/10/2018
    Show Technical Document Details
    Introduction:
    SDM 14.1.03 introduced new functionality that makes the Assignee and Group field values dependent on one another in that the Assignee must be a member of the group selected or it will be removed as well as the other way around.  Is there a way to revert this behavior?
    Instructions:
    There is an option available to revert the assignee/group values dependency back to the previous behavior. Open a command line on the SDM server, type in nxcd and press enter. Run the command; pdm_options_mgr -c -s GROUP_ASSIGNEE_INDEPENDENT –v Yes –a pdm_option.inst and pdm_options_mgr -c -s GROUP_ASSIGNEE_INDEPENDENT –v Yes –a pdm_option.inst -t Recycle SDM. If you have multiple SDM servers you will need to perform this on each. There are 2 possible values for the option; After installing the "GROUP_ASSIGNEE_INDEPENDENT" with value as "Yes", there will be no dependency in group and assignee. User can select any assignee for any group and vice-versa. After installing the "GROUP_ASSIGNEE_INDEPENDENT" with value as "Lenient", the behavior of choosing assignee and group will be same as it was before 14.1 release.
    Now I will test if the wrong save depending on our required attribut group and open an ticket.
    Thank you for your help
    Horst


  • 9.  Re: another behavior in R17.1 in selection group and assignee?
    Best Answer

    Posted 01-18-2019 05:51 AM

    resolved: The value is casesensitive !! Right "Lenient" (not lenient)

    Thanky all



  • 10.  Re: another behavior in R17.1 in selection group and assignee?

    Posted 01-22-2019 08:18 PM

    Please use the Options Manager instead to avoid these type of issues. You can navigate to Options Manager -> Request-Change-Issues->group_assignee_independent and set the appropriate value from there.