Yes, it's confirmed.
Bug defect ID - SW00290337
Current Status - Work In Progress
Gp
George Payne
Corporate Applications Developer
Electric Reliability Council of Texas
(512) 248-3940
[EMAIL PROTECTED]
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, April 15, 2008 4:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Bug Found in the Assignment Form
**
Is this a confirmed defect with BMC Support, or are you still trying to
convince them of it??
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Tuesday, April 15, 2008 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Bug Found in the Assignment Form
**
ITSM 7.0.01 P05
AIX 5.3
Oracle 10g
Symptom: If the user selects Infrastructure Event as the Service Type
on an Incident ticket and the AutoAssign feature finds more than one
possible group, then the HPD:INC:ASGAppDFLT_120_Dialog Active Link opens
the Selection View of the CFG:Assignment form. The table has no items
to choose from even though an Active Link log confirms that 2 groups
were found meeting the criteria.
Fix: Add the Service Type of Infrastructure Event to the logic for the
Table Qualifications.
New Qualification with Infrastructure Event added:
( 'Status' = Enabled) AND ( 'Assignment Event' = $Assignment Event$)
AND (( 'Contact Company' = $z1D Char14$) OR ( 'Contact Company' = -
Global - )) AND (( 'Organization' = $z1D Char02$) OR ( 'Organization' =
$NULL$ )) AND (( 'Department' = $z1D Char03$) OR ( 'Department' =
$NULL$ )) AND (( 'Company' = $z1D Char01$) OR ( 'Company' = - Global
- )) AND (( 'Region' = $z1D Char04$) OR ( 'Region' = $NULL$ )) AND ((
'Site Group' = $z1D Char15$) OR ( 'Site Group' = $NULL$ )) AND ((
'Site' = $z1D Char05$) OR ( 'Site' = $NULL$ )) AND (( 'Product
Categorization Tier 1' = $z1D Char06$) OR ( 'Product Categorization Tier
1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $z1D Char07$)
OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product
Categorization Tier 3' = $z1D Char08$) OR ( 'Product Categorization Tier
3' = $NULL$ )) AND (( 'Product Name' = $z1D Char09$) OR ( 'Product
Name' = $NULL$ )) AND (( 'Categorization Tier 1' = $z1D Char10$) OR (
'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' =
$z1D Char11$) OR ( 'Categorization Tier 2' = $NULL$ )) AND ((
'Categorization Tier 3' = $z1D Char12$) OR ( 'Categorization Tier 3' =
$NULL$ )) AND ((( $Service Type$ = User Service Request) AND (
'Request Selection' = Yes)) OR (( $Service Type$ = User Service
Restoration) AND ( 'Service Restoration Selection' = Yes)) OR ((
$Service Type$ = Infrastructure Restoration) AND ( 'Infra Restoration
Selection' = Yes)) OR (( $Service Type$ = Infrastructure Event) AND
( 'Infra Event Selection' = Yes)) OR (( $Service Type$ = $NULL$ ) AND
( 'Help Desk Selection' = Yes)) OR (( 'Change Management Selection' =
Yes) AND ( $Change Management Selection$ = Yes)) OR (( 'Problem
Management Selection' = Yes) AND ( $Problem Management Selection$ =
Yes)) OR (( 'Purchase Requisition Selection' = Yes) AND ( $Purchase
Requisition Selection$ = Yes)) OR (( 'Request Management Selection' =
Yes) AND ( $Request Management Selection$ = Yes)))
Best,
Gp
George Payne
Corporate Applications Developer
Electric Reliability Council of Texas
(512) 248-3940
[EMAIL PROTECTED]
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