CA Service Management

  • Private Community
 View Only

  • 1.  Expected behaviour when transferring a ticket

    Posted Sep 20, 2017 06:31 PM

    When transferring a ticket (of type incident, request or problem) where both the Group and Assignee fields are populated, it automatically limits results to the group memberships of the current assignee. 

    Is this an expected behaviour?

    The instance in question is running 14.1 with cumulative patch 3.

     

    Thank you

     

    David



  • 2.  Re: Expected behaviour when transferring a ticket
    Best Answer

    Broadcom Employee
    Posted Sep 20, 2017 08:14 PM

    Hi David,

     

    Yes, it is expected behavior. The behavior was changed by Service Desk Manager r14.1 Cumulative #2 patch as shown below.

     

    The Assignee and the Group fields work as per below.

    - If you select the Assignee first, and click 'Group' Lookup link, only Groups the specified Assignee belongs to are displayed.

    - If you select the Group first, and click 'Assignee' Lookup link, only Analysts of the specified Group are displayed.

     

    Please refer to our technical document TEC1661437 for more information.

    tec1661437: Group List screen shows only Groups an Assignee is member of when we click on 'Group' Lookup.

     

    After the Cumulative #4 patch is applied, the behavior would be little bit changed as shown below.

     

    - If you select the Assignee first, and click 'Group' Lookup link, all Groups regardless Assignee will be displayed.  If we select a group that the specified Assignee is not member of, the Assignee filed will be blanked out automatically.

    - If you select the Group first, and click 'Assignee' Lookup link, only Analysts of the specified Group are displayed.

     

    Hope the above helps.

     

    Thank you,

    Kaori



  • 3.  Re: Expected behaviour when transferring a ticket

    Posted Sep 20, 2017 08:45 PM

    Thanks Kaori.

     

    regards,

    David