I might make a suggestion to not use 'Assigned Group' = "Desktop Solutions" and use the support group ID ex. 'Assigned Group ID' = "SGP00000000000x")
This can prevent future issues if: · you ever create a another support group called Desktop Solutions under another Company/Tenant · You change the name of you Desktop support group Regards, -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Terry Bootsma Sent: Friday, March 21, 2014 9:37 PM To: [email protected] Subject: Re: ITSM - HPD:Help Desk What is wrong with this statement? Hi Claire... You don't have your brackets in the right place... The way you had it, it was behaving exactly add you described. See corrected below... (Inline) Terry On Mar 21, 2014 11:31 AM, "Sanford, Claire" <[email protected]<mailto:[email protected]>> wrote: > > Very simple. > > If the Closure Prod Cats and specifically the Product Name are not filled in > and the ticket is assigned to the Desktop Solutions team, you can't "Resolve" > the ticket. > > They are the only group that will use the Hardware/End User Device > combo. > > It works in terms of other groups still being able to close their tickets if > the Closure Product name is filled in or left blank. It does not matter at > all if they are filled in or not, the DS team could not resolve a ticket. > > What do I have wrong here??? > > Run IF > > (('Assigned Group' = "Desktop Solutions") AND (('Status' = "Resolved") > OR ('Status' = "Closed"))) AND ('Closure Product Category Tier1' = > "Hardware") AND ('Closure Product Category Tier2' = "End User Device") > AND ('Closure Product Name' = $NULL$) > > Error message tells them they have to fill in the fields if they are > blank. > > Right now regardless of whether or not they are filled in they get the error. > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org<http://www.arslist.org> > "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
