Hey all, I'm just wondering if anyone else has run into this...
I configured a change template for a support group called "All Users". I login with an admin account who has this group set as default. I use the template and all is good. I then login with my own account. I'm a member of "All Users" but my default support group is "Remedy". I try to use the template, and get the following error when I submit the ticket: "The selected Change Requestor's Support Group is invalid. Reselect the group using the filed menu. ARERR 1441151." I tracked down where Remedy is setting the Requestor's support group in the background, which, not to my surprise, is the user's default support group from CTM:Support Group Assoc LookUp. I also tracked down CHG:CRQ:ValidateRqstGrp_150 and 151 which validates that the requestor's support groups exist in the CTM:Support Group table. If the values from where it set the support group stayed put, then the validation should pass. The problem, from what I can tell, is an Active Link titled "CHG:CRQ:CheckSupportGroupTemplateID", which replaces the Requestor's Support Group ID to the first Group ID associated with the change template (It's looking at the CHG:SupportGRP_Template form). Once this gets set, and the user's default group is different from the group the template is associated with, then there's a mismatch and the validation fails. As soon as I removed that particular Set Fields action everything worked as expected. Does anyone know the reason why the requestor's support group ID gets reset? Has anyone else run into this issue? _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
