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No auto-assignment of incidents

PostPosted: Fri Feb 05, 2010 12:18 pm
by marks
For some reason our tickets/incidents aren't assigned to the corresponding organizations of the persons that mail their questions or problems when they are being imported via the mailconnector.
The tickets are imported correctly and assigned to the right person, but the field organization isn't populated with a company (organization) although the person has a organizations assigned on their 'card'.

When creating a ticket manually the fields organization and location are populated correctly.

What are we missing? What basic rule have we forgotten in the years that we have been using Alloy? :wink:

Re: No auto-assignment of incidents

PostPosted: Mon Feb 08, 2010 11:50 am
by eliaslynch
marks wrote:When creating a ticket manually the fields organization and location are populated correctly.


are you saying --
ticket created by mail connector does not show requester's location and org
ticket created by other methods does show requester's location and org

try to create a rule that does this --
before object is saved, if organization is blank and requester's organization is not blank, copy requester's organization to organization.

maybe add something additional there too to check if organization and requester's organizations differ. this way they always stay in sync and people changing the organization in the ticket will be thwarted by the genius of administration :)

Re: No auto-assignment of incidents

PostPosted: Wed Feb 17, 2010 4:50 am
by marks
Tnx Elias, for your quick reply.

As you confirmed: tickets are indeed assigned correctly to a person and his/her organization if ticket is added manually. However, tickets added via mailconnector aren't assigned an organization (although one is known via the requesters data).

We thought it was a built in function of Alloy to do so automatically (and we wouldn't have to resort to custom business rules?)

We will (of course) start building a rule as described by your reply ;-)

gr Mark