Yes, I have seen this before :) The simplest solution is to add support group, that you use in your assignment, in to CFG:Assignment and just set it offline if you don't want it to mess with your routing rules.(HPD:HII:CreateIncident_040_SetAsgmntGrpID just trying to get support group id for that group).
________________________________ From: Todd <[email protected]> To: [email protected] Sent: Friday, October 26, 2012 2:39 PM Subject: HPD:IncidentInterface_create: making assignments When attempting to submit an entry to HPD:IncidentInterface_create and set a specific Assignee Group the system thwarts the attempt with workflow that appears to erroneously not allow it. Every way you try to set an assignee group in the form there is work flow to counteract it and force it to go to the assignment engine or error. Yet the fields are available in the interface form. Search KB’s is useless. A: If you set the Assignee Group Company, Org and Group filter: HPD:HII:CreateIncident_040_SetAsgmntGrpID goes to CFG:Assignment, not what I want. B: If you set the Assigned Group ID HPD:INC:ValidateAsgGrp_048 goes to CTM:Support Group to validate the group but since Assignee Group Company, Org and Group are blank there’s no match because thq qualification is looking for them. The two filters work against each other. We are on: ARS 7.5.00 Patch 004; ITSM 7.6.0 patch 1 Any suggestions would be appreciated. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
