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Assign incident to group

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  • 1.  Assign incident to group

    Posted 11-19-2015 10:11 AM

    Those sentences are in materials:

     

    All incidents must be assigned to a resource or group to complete the work. The Assign To field on the Incident Properties page can be used to assign an incident to a resource or group. If needed, you can also reassign incidents that have been unresolved to another resource or group at a later time.

     

    But I am not able to assign incident to group.

    Where is this possibility?

     

    Vit



  • 2.  Re: Assign incident to group

    Posted 11-19-2015 01:40 PM

    Hi Vit-

     

    Are you attempting to assign an incident that you created? For testing purposes this is best to do in a lower environment.

     

    I am able to view the field after creating the incident.



  • 3.  Re: Assign incident to group

    Posted 11-19-2015 01:43 PM

    for sure  field I can see but still I can assign only resource not group.

     

    My question is about assigning to the group.



  • 4.  Re: Assign incident to group

    Posted 11-19-2015 01:48 PM

    Which version, which document and where does it say that.

    In v14.3 Wiki it says

    Assign Resources to Incidents

    Verify that all incidents are assigned to a resource. When you assign an incident, a notification is sent to the assigned user. The method of receiving notifications depends on the assigned user personal notification settings.

    Nothing about the groups. Looking at it in v14.2 the lookup is just for resources and no other options.



  • 5.  Re: Assign incident to group

    Posted 11-19-2015 01:52 PM

    Yes, I tested by creating a group with incident access. The assignment field is only for a single resource. I am not finding a reference to groups in the documentation I am viewing. What version referenced group assignment of incidents?



  • 6.  Re: Assign incident to group

    Posted 11-19-2015 04:01 PM

    Learning Activity 

    CA Clarity PPM 14.2: Demand Management 200

     

    chapter Incidents: Managing incidents - sub chapter Reassign an incident



  • 7.  Re: Assign incident to group

    Posted 11-20-2015 06:19 AM

    Tested that in 14.2 and can't see how groups could be added.

     

    Either there is a trick to it that I am not aware of or it is an education documentation error.

    In either case you could contact education about it.

     

    The browse is only for users

    The browse use a lookup with a dynamic query

    The query only searches resources whose users have incident rights

     

    SELECT @SELECT:RESOURCES.USER_ID:ID@,

                    @SELECT:RESOURCES.LAST_NAME:LAST_NAME@,

                    @SELECT:RESOURCES.FULL_NAME:FULL_NAME@,

                    @SELECT:RESOURCES.FIRST_NAME:FIRST_NAME@,

                    @SELECT:RESOURCES.UNIQUE_NAME:UNIQUE_NAME@,

                    @SELECT:RESOURCES.UNIQUE_NAME:UNIQUE_CODE@,

                    @SELECT:RESOURCES.LAST_UPDATED_DATE:LAST_UPDATED_DATE@               

                    FROM

                    @BROWSE-ONLY:

                     (SELECT  a.USER_ID FROM cmn_sec_chk_inst_v0 a, imm_categories c

                      WHERE   a.OBJECT_ID = 50781

                      AND     a.permission_code = 'WRITE'

                      AND     c.ID = a.object_instance_id

                      AND     a.object_instance_id = @where:param:user_def:integer:category_id@

                      UNION

                      SELECT  a.USER_ID FROM cmn_sec_chk_no_user_inst_v0 a, imm_categories c

                      WHERE   a.OBJECT_ID = 50781

                      AND     a.permission_code = 'WRITE'

                      AND     c.ID = a.object_instance_id

                      AND     @where:param:user_def:integer:category_id@ IS NULL

                      UNION

                      SELECT  a.USER_ID FROM cmn_sec_assgnd_obj_perm_r_v0 a

                      WHERE   a.OBJECT_ID = 50781

                      AND     a.permission_code = 'WRITE'

                      ) CAT_USERS,  :BROWSE-ONLY@

              SRM_RESOURCES RESOURCES              

                   WHERE @FILTER@

                      @BROWSE-ONLY: AND CAT_USERS.USER_ID = RESOURCES.USER_ID :BROWSE-ONLY@

                        AND RESOURCES.PERSON_TYPE != 0 AND RESOURCES.IS_ACTIVE = 1



  • 8.  Re: Assign incident to group

    Posted 11-20-2015 06:50 AM

    agree

    I will send them info about it



  • 9.  Re: Assign incident to group

    Posted 11-20-2015 07:26 AM

    Please keep us posted.



  • 10.  Re: Assign incident to group
    Best Answer

    Posted 11-20-2015 04:54 PM

    I believe the documentation will be found to be in error.

     

    There was a defect logged for this before.  A new one will probably get raised as a result of a support issue being opened on this problem, but if it helps, providing the following ID may expedite any investigation efforts: CLRT-18946

     

    Edit: I see that actually the product documentation does seem to be carrying the correct changes since this was fixed, and that it is education content that caused you to seek this out.  In that case no new defect will be needed for product support, but maybe the reference ID will still be of use for the education team.



  • 11.  Re: Assign incident to group

    Posted 11-20-2015 05:21 PM

    Exactly Nick, after online course I want to find if its new feature .

     

    Thank you

     

    Vit