Is this a confirmed defect with BMC Support, or are you still trying to convince them of it??
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Tuesday, April 15, 2008 3:10 PM To: arslist@ARSLIST.ORG Subject: Bug Found in the Assignment Form ** ITSM 7.0.01 P05 AIX 5.3 Oracle 10g Symptom: If the user selects "Infrastructure Event" as the Service Type on an Incident ticket and the AutoAssign feature finds more than one possible group, then the HPD:INC:ASGAppDFLT_120_Dialog Active Link opens the Selection View of the CFG:Assignment form. The table has no items to choose from even though an Active Link log confirms that 2 groups were found meeting the criteria. Fix: Add the Service Type of Infrastructure Event to the logic for the Table Qualifications. New Qualification with Infrastructure Event added: ( 'Status' = "Enabled") AND ( 'Assignment Event' = $Assignment Event$) AND (( 'Contact Company' = $z1D Char14$) OR ( 'Contact Company' = "- Global -" )) AND (( 'Organization' = $z1D Char02$) OR ( 'Organization' = $NULL$ )) AND (( 'Department' = $z1D Char03$) OR ( 'Department' = $NULL$ )) AND (( 'Company' = $z1D Char01$) OR ( 'Company' = "- Global -" )) AND (( 'Region' = $z1D Char04$) OR ( 'Region' = $NULL$ )) AND (( 'Site Group' = $z1D Char15$) OR ( 'Site Group' = $NULL$ )) AND (( 'Site' = $z1D Char05$) OR ( 'Site' = $NULL$ )) AND (( 'Product Categorization Tier 1' = $z1D Char06$) OR ( 'Product Categorization Tier 1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $z1D Char07$) OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product Categorization Tier 3' = $z1D Char08$) OR ( 'Product Categorization Tier 3' = $NULL$ )) AND (( 'Product Name' = $z1D Char09$) OR ( 'Product Name' = $NULL$ )) AND (( 'Categorization Tier 1' = $z1D Char10$) OR ( 'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' = $z1D Char11$) OR ( 'Categorization Tier 2' = $NULL$ )) AND (( 'Categorization Tier 3' = $z1D Char12$) OR ( 'Categorization Tier 3' = $NULL$ )) AND ((( $Service Type$ = "User Service Request") AND ( 'Request Selection' = "Yes")) OR (( $Service Type$ = "User Service Restoration") AND ( 'Service Restoration Selection' = "Yes")) OR (( $Service Type$ = "Infrastructure Restoration") AND ( 'Infra Restoration Selection' = "Yes")) OR (( $Service Type$ = "Infrastructure Event") AND ( 'Infra Event Selection' = "Yes")) OR (( $Service Type$ = $NULL$ ) AND ( 'Help Desk Selection' = "Yes")) OR (( 'Change Management Selection' = "Yes") AND ( $Change Management Selection$ = "Yes")) OR (( 'Problem Management Selection' = "Yes") AND ( $Problem Management Selection$ = "Yes")) OR (( 'Purchase Requisition Selection' = "Yes") AND ( $Purchase Requisition Selection$ = "Yes")) OR (( 'Request Management Selection' = "Yes") AND ( $Request Management Selection$ = "Yes"))) Best, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
