We have seen this on two tickets so far. I added a custom escalation to check for these once daily and set the blank owner fields to the central helpdesk.
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 Tony Worthington Sent: Tuesday, July 29, 2008 9:01 AM To: [email protected] Subject: Re: ITSM 7, IM module: Owner field not being populated automatically. ** I have seen this before. We were never able to pin down the cause and didn't get anywhere with support. We ended up making modifications to allow Incident Master modifications to Incident Owner/Group no matter the existing value. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "Chowdhury, Tauf" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 07/29/2008 08:20 AM Please respond to [email protected] To [email protected] cc Subject ITSM 7, IM module: Owner field not being populated automatically. ** Hi all, We're currently having this random issue where some INC requests cannot be modified at all because there is no Owner set. When anyone (even Demo) tries to modify it, an error displays stating that Owner field must be populated. I've tried to replicate this without any luck. I tried doing a search and modify all but am unable to clear out the owner field and save a ticket or to even create the ticket without the owner field. Have any of you run into this at all? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Informatics Office: 631.858.7765 Mobile:646.483.2779 _____ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __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"
