HiTauf,
I'm not pushing Assignee, I'm pushing only Assigned Company, Assigned Organization, Assigned Group, Assigned Group Id to interface form. Also the following filter log shows it setting Assignee on HPD:Help Desk form <FLTR> <TID: 0000000053> <RPC ID: 0000537167> <Queue: Fast > <Client-RPC: 390620 > <USER: Remedy Application Service > /* Thu Apr 07 2011 06:27:19.4547 */ <Filter Level:0 Number Of Filters:18> Checking "HPD:INC:AssignmentEngine_BypassToNotify_008" (8) <FLTR> <TID: 0000000053> <RPC ID: 0000537167> <Queue: Fast > <Client-RPC: 390620 > <USER: Remedy Application Service > --> Passed -- perform actions <FLTR> <TID: 0000000053> <RPC ID: 0000537167> <Queue: Fast > <Client-RPC: 390620 > <USER: Remedy Application Service > 0: Set Fields <FLTR> <TID: 0000000053> <RPC ID: 0000537167> <Queue: Fast > <Client-RPC: 390620 > <USER: Remedy Application Service > Assignee (1000000218) = b2b user1 <FLTR> <TID: 0000000053> <RPC ID: 0000537167> <Queue: Fast > <Client-RPC: 390620 > <USER: Remedy Application Service > Assignee Login ID (4) = b2buser1 <FLTR> <TID: 0000000053> <RPC ID: 0000537167> <Queue: Fast > <Client-RPC: 390620 > <USER: Remedy Application Service > 1: Goto Action <FLTR> <TID: 0000000053> <RPC ID: 0000537167> <Queue: Fast > <Client-RPC: 390620 > <USER: Remedy Application Service > Goto Execution Order: 800 Thanks & Regards Prasanth.P From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Chowdhury, Tauf Sent: Thursday, April 07, 2011 3:58 PM To: [email protected] Subject: Re: Problem during Incident 7.6.03 Integration. ** Prasanth, Can you elaborate on what you are relying on for Auto Assignment? Also, are you pushing the Assignee support group/org to the Interface form? There are a few filters that will actually set the Assignee to NULL on the Interface form itself before it even gets pushed to HPD:Help Desk. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Prasanth Prabhakaran Sent: Thursday, April 07, 2011 5:30 AM To: [email protected] Subject: Problem during Incident 7.6.03 Integration. Hello Listers, Intro We are running on ITSM 7.6.03 We are developing an integration with Incident Management from an external ticketing system. We have a staging form from where the Incidents are created through HPD:IncidentInterface_Create. Everything works fine, Incidents get created successfully and gets assigned to a Group as defined in CFG:Assignment Actual Problem When the Incident is created through integration the problem I'm facing is "Incident Assignee is NULL after creation of an incident(Status : Assigned)", thereby not allowing further status changes through Integration. We have auto assignment enabled in Rules. Though on the other side, when the ticket is created manually from the Incident form, it gets assigned to same group and also sets the Assignee after creation. Action I have went though the Filter Logs for the Incident created through Integration, I can see HPD:INC:AssignmentEngine_BypassToNotify_008 filter successfully sets the Assignee. But, when I refer to the same Incident Assignee is NULL. That being said, I can also see there are no Set Fields setting Assignee as $NULL$ after this filter in the logs. This issue has been making me go numb. Please help. 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