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Re: CTI change auto updates group+ field



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Hi Shweta

You can uncheck "Auto-ReAssign" field to stop auto assignment. By default it is checked.

If you intension is to block re-assignment from supporter side then the filter in KB will work

BUT

 The Filter in this KB will also block modification for Submitter and AR_ESCALATOR. You may need to append the RUN IF qualification to allow modification for these 2 users.

Regards

 
Abdul Ghani MF
Pune, India
----- Original Message -----
Newsgroups: public.remedy.arsystem.general
Sent: Sunday, January 29, 2006 7:23 AM
Subject: Re: CTI change auto updates group+ field

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Hello Andrew. This was indeed related to auto-assignment field. It is resolved now, remedy has documented this problem as KM-000000006376. Thanks a lot.
Shweta


"Baxter, Andrew" <Andrew.Baxter@HHGROUP.COM> wrote:
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This is directly related to your configuration of auto-assignment based on skills you may or may not have defined.
 
Thanks,
Andrew Baxter
Manager, Information Technology
w. (781) 902-6026
f. (781) 902-6002

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of shweta kumar
Sent: Saturday, January 28, 2006 1:05 AM
To: arslist@ARSLIST.ORG
Subject: CTI change auto updates group+ field
 
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Hello everybody,
I notice that for a ticket which is assigned to any group other than "HelpDesk", if Category-Type-Item changes, then on save, the group+ field automatically defaults to "HelpDesk". Has anybody seen this before? Does this have to do with group-skill assignment? Please suggest (ARS 6.3 patch 15, ITSM 5.5)
Thanks
Shweta

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