Rabi, It is as strange as you think, but it may be easy to fix. First, the key filter that actually does the lookup is called "HPD:INC:Assignment_035_AsgRouting". The qualification in the Set Field action will show you what is mapped. It turns out that both the Contact Company *and* the Location Company on CFG:Assignment are compared against "Contact Company" from the Help Desk Customer tab. This would imply that they cannot be different. However, you will see that it allows either one of them to be "- Global -". This may be helpful to you.
Personally I find that there are way too many unnecessary restrictions like this in the ITSM applications. The good news is that you can create your own version of this filter and do the lookup the way that makes sense to you. Hope it helps. Regards, Chuck Baldi On Thu, Feb 12, 2009 at 3:44 PM, Rabi Tripathi <ars_l...@yahoo.com> wrote: > Hi, > I'm trying to set one autoassignment rule for IM 7. > > Two questions on CFG:Assignment form: > (1) It appears 'Contact Company' on this form actually corresponds to > Customer's Company on the incident, not Contact's. > And 'Location Company' on this form corresponds to, I think, 'Support > Company' on Incident. > Agree? This is a messy labeling. > > (2)On this form, I am not allowed to have different companies in these two > fields, for Incidents. This error pops up: > > The Organization Company and Location Company must be the same when > creating mapping records for the Incident Management Module. Please ensure > that these are the same and re-apply. (ARERR 45250). > > Whereas on Incidents, there is no such restrictions, so there is no way I > can have an auto-assignment rule that would apply when these two company > fields are different on an Incident. > Strange. How does this make sense? > > > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
