We think it's a bug in the workflow, that's trying to compare the full name
with the login name. Sure it would never match. We changed the RunIf
qualification in the second Set Fields action to:
('Support Group ID' = $Owner Group ID$) AND ('Full Name' = $Owner Login ID$)
AND ('Assignment Availability' = "Yes")
and instead of mapping 'Owner' to $Full Name$
do the following two mappings:
'Owner Login ID' to $Login ID$
'Owner' to $Full Name$
Everyting works fine for us now.
Regards,
Dmitry Baryshnikov
On Tue, Sep 21, 2010 at 4:19 PM, Kali Obsum <kali.ob...@macquarie.com>wrote:
> **
> Yup, I captured the workflow and seems like there's something wrong with
> this AL: *HPD:INC:Owner_011_SetID!=Q *as it assigns the Full Name to the
> Owner Login ID field. However, I cannot find any relevant information on the
> BMC Support Site regarding this.
>
> Regards,
> Kali
>
>
> ------------------------------
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Roger Justice
> *Sent:* Tuesday, 21 September 2010 6:17 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Incident Ownership - ITSM 7.6
>
> ** Capture the workflow I think it is a known issue that you will need
> to fix.
>
>
>
> -----Original Message-----
> From: Kali Obsum <kali.ob...@macquarie.com>
> To: arslist <arslist@ARSLIST.ORG>
> Sent: Tue, Sep 21, 2010 2:31 am
> Subject: Incident Ownership - ITSM 7.6
>
> **
> Hi,
>
> Has anybody encountered this error when assigning an individual as an Owner
> of an Incident ticket? (Incident Owner Support Group details is already
> filled out)
> *"This individual is currently unavailable for ownership"*
> **
> Happens even if I try using other groups or other individuals.
>
> Regards,
> Kali
>
> NOTICE
> The information contained in this email is confidential. If you are not the
> intended recipient, you must not disclose or use the information in this
> email in any way. If you received it in error, please tell us immediately by
> return email and delete the document. We do not guarantee the integrity of
> any e-mails or attached files and are not responsible for any changes made
> to them by any other person.
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend
> WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
