I need set the status "WIP" from a specific group of SDM when somebody open a ticket from this group.
I put the analyst group in a same role, and this role had the partition modified (the table call_req with status=WIP in default values)
When i open a ticket from the SDM with this role, the ticket show the status WIP by default, but it not happens when i open a ticket from the USS.
¿How i can achieve this?
USS -> SDM integration happens via SDM SOAP API through Impersonation of the USS user (in SDM) via an SDM SOAP Policy.
For the user's access type - ensure the SOAP Web Service API Role has the correct data partition for this.