I swear nothing makes me find an answer to a problem faster than posting the problem to the ARS list..
I found a BMC bug. We used to have all of our groups under one support company. Now we made new groups under different companies BUT with the same group names. All of the old support groups still exist but are set to offline. It turns out BMC's code for the HPD:Help Desk Assignment look ups just matches on Support Group Name and does not look at the company or orgranization, nor does it check to see if the group is enabled. It just grabs the first one, which is of course the oldest one with the same name. Then validation fails all over the place because the bit of API calls that validates $MENU$ values does check Company/Org/Group name + status. William Rentfrow [email protected] Office: 715-204-3061 or 701-232-5697x25 Cell: 715-498-5056 From: William Rentfrow Sent: Monday, July 06, 2015 8:29 PM To: William Rentfrow; '[email protected]' Subject: RE: ARERR 306 - $MENU$ matching etc Actually, I stand corrected - the users can't assign to ANY groups. The lookup fails every single time. William Rentfrow [email protected] Office: 715-204-3061 or 701-232-5697x25 Cell: 715-498-5056 From: William Rentfrow Sent: Monday, July 06, 2015 7:59 PM To: [email protected] Subject: ARERR 306 - $MENU$ matching etc Importance: High We just went live with multi-tenancy. ITSM 8.1.02 Oracle/Linux. We have a number of new companies (6). People can see every support group under their company, but most are only granted access to one company. Most users are only in 1-2 groups out of a total of 42 between the 6 companies. When a user is in Group "A" but not group "B" and they create a new incident and try to assign it to group "B" We get this error: Value does not fall within the limits specified for the field : (Pattern - $MENU$) : HPD:Help Desk Assignment Log : Assigned Support Company (ARERR 306) Now obviously I know what this error normally means. But I am 100% sure the matching data is in the form. The menu is named CTM:SGP:SupportCompany which pulls directly from CTM:Support Groups, matching on the company. If the user assigns to a group they are in - it works. If another user who is in the company that failed above assigns it to their group - it works. It only ever fails when the agent is not a member of the support group they are assigning it to - which should be completely normal behavior. Anyone run into this? It's a giant mess. Users can't assign tickets. William Rentfrow [email protected] Office: 715-204-3061 or 701-232-5697x25 Cell: 715-498-5056 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
