Hi Mary, For a minute there, I thought you and I may be the only ones working today ;)
As Lisa mentioned, this is controlled by records in the Assignment Configuration form. An OTB install usually installs several "Default" definitions which are enabled. You may need to create new ones, and/or set some of the existing ones "Offline" to get the results you want. Also, take a look at the "Sort Order" field on these records. When there are values there, it is used as a "Precedence" in terms of what record is used for a particular assignment. I would recommend not modifying the AL (if possible), but instead refining your Assignment process to produce the results you want. It may be a little tricky at first, but it's pretty flexible, and you should be able to tweak it to get what you want. HTH Leonard -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 2:21 PM To: [email protected] Subject: Re: Change Implementer getting auto set if NULL on submit or modify Oops sorry.... forgot to give versions... ARS 7.0.01 Apps are on 7.0.02, no patches. Oracle 10g Solaris -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Sunday, December 16, 2007 4:17 PM To: [email protected] Subject: Change Implementer getting auto set if NULL on submit or modify Hello everyone, Has anyone seen this? If a change request has a NULL Change Implementer group, it auto assigns to a group totally unrelated to the ticket. I think it may be the way I've got the Assignment Configuration form set up. We set it up so for instance if the Org for a ticket is Network Operations Center>Escalation, then the ticket is assigned to Network Operations Center >Escalation. And I was thinking that if we checked all the modules under Available Systems/Systems Supported, that I would work the same for Change as it does for Incident. However, what it's doing is, it chooses a support group that is totally unrelated since the active link qualification doesn't look at the support group as part of the Set Field If qualification. The active link is CHG:CRQ:ChangeImplementerAutoRoute_100 and the Run If is: ( 'Assignment Event' = "- General -" ) AND (( 'Contact Company' = $Company$) OR ( 'Contact Company' = "- Global -" )) AND (( 'Product Categorization Tier 1' = $Product Cat Tier 1(2)$) OR ( 'Product Categorization Tier 1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $Product Cat Tier 2 (2)$) OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product Categorization Tier 3' = $Product Cat Tier 3 (2)$) OR ( 'Product Categorization Tier 3' = $NULL$ )) AND (( 'Product Name' = $Product Name (2)$) OR ( 'Product Name' = $NULL$ )) AND (( 'Region' = $Region$) OR ( 'Region' = $NULL$ )) AND (( 'Site Group' = $Site Group$) OR ( 'Site Group' = $NULL$ )) AND (( 'Site' = $Site$) OR ( 'Site' = $NULL$ )) AND (( 'Company' = $Location Company$) OR ( 'Company' = "- Global -" )) AND (( 'Categorization Tier 1' = $Categorization Tier 1$) OR ( 'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' = $Categorization Tier 2$) OR ( 'Categorization Tier 2' = $NULL$ )) AND (( 'Categorization Tier 3' = $Categorization Tier 3$) OR ( 'Categorization Tier 3' = $NULL$ )) AND ( 'Change Management Selection' = "Yes") AND ( 'Status' = "Enabled") So, I can either remove the check for Change Management on the Assignment Configuration form,,, or I can modify the OTB active link to look at the org vs support group as well.... OR any other ideas? Thanks. Mary Dollus ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
