CA Service Management

  • Private Community
Back to discussions
Expand all | Collapse all

Analyst Names not appearing in Assignee Autocomplete List

  • 1.  Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 03, 2016 03:38 AM

    Hi Team,

     

    I have upgraded from CA SDM 12.6 to 14.1 and cumulative patch is also applied after that. There is an issue arising that analyst names are not coming in the auto complete list while editing an existing request.

    For example in the screenshot below, Analyst name expected is 'RESHMA K S'

    1.jpg

     

    But the same analyst's name comes correctly while creating a new request as per the screenshot:

    2.jpg

     

    Kindly suggest what could be the possible reason for that.

     

    Thanks & Regards,

    Balram Singh Deswal



  • 2.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 03, 2016 06:30 AM

    Hi Balram,

     

    When editing an existing request, is there a group assigned to that ticket?  If yes, check to see if RESHMA K S is a member of that group.  That might be why it does not show in the auto-suggest list.  Remove the group, then try again to see if RESHMA K S now appears.

     

    Also --- Please review this post for a test fix that you might want to apply for another related issue, where searching in the affected end user or requester fields will only show you contacts that are in the group that is assigned:

    Tip: After ITSM 14.1 C2, patch to fix change Assignees being limited ONLY to Group lookup

     

    Tammy



  • 3.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 03, 2016 07:11 AM

    Hi Tammy,

     

    Thanks for this valuable information!

     

    I can search this Analyst if I remove the group but earlier as per the users (in CA SDM 12.6 and in CA SDM 14.1 without cumulative patch 2), they were able to search the Analyst without removing group also. If I apply this patch that you suggested, will it address this issue also?

     

    Regards,

    Balram



  • 4.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 03, 2016 07:44 AM

    No, I don't believe so.  This is new functionality with 14.1, and I think the patch fixes something that inadvertently changed with this new functionality.

     

    Thanks.

    Tammy



  • 5.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 03, 2016 11:26 AM

    Hi Balram,

     

    J_W and I came up with a solution to make the Transfer activity a little more intuitive.  It does not fix this behavior on the Incident form, but it makes the Transfer activity easier to use.  With the code changes provided in the following thread the Assignee will be automatically blanked out when you open the Transfer activity.  This allows you to change to any group or assignee.

     

    Transferring Incidents in 14.1.02

     

    The code I'm using is a little different than what J_W posted.  I commented out the section that clears the group.

     

    function clearGroupAndAssignee() {
  document.getElementsByName("assignee_combo_name")[0].value = '';
  //document.getElementsByName("group_combo_name")[0].value = '';
}

</script>
</head>
<body onload="load_from_scratchpad('0');initApcForNewTicket();setFieldsForCapReasonAsync();clearGroupAndAssignee()" onunload="clearParentResumeAction();unload_check()" class="editform">
<PDM_INCLUDE FILE=std_body.htmpl>

     

    After adding the function insert a pdm_set control just before the Assignee field

     

    <PDM_ELIF "$args.type" == "I" && "$env.NX_REQUIRE_INCIDENT_ASSIGNEE" == "Yes">  
<PDM_MACRO name=dtlLookup hdr="New Assignee" attr=assignee make_required=yes>  
<PDM_ELIF "$args.type" == "P" && "$env.NX_REQUIRE_PROBLEM_ASSIGNEE" == "Yes">  
<PDM_MACRO name=dtlLookup hdr="New Assignee" attr=assignee make_required=yes>  
<PDM_ELSE>  
<PDM_SET args.assignee=''>  
<PDM_MACRO name=dtlLookup hdr="New Assignee" attr=assignee>  
</PDM_IF> 


  • 6.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 04, 2016 01:36 AM

    Hi Bruneau,

     

    Thanks for your suggestion.

     

    I have applied this code to the transfer page of cr and is clearing both assignee and group fields on load (I removed the comment to clear the group field as per the requirement). But still the assignee list is appearing to be the same which is part of the current assigned group. The new group must be changed to the group of which the desired assignee is part of, to see the name of that assignee in the list. Users want that they should be able to search the assignee, even without assigning the group field. Is it possible?

     

    Regards,

    Balram Singh Deswal



  • 7.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 04, 2016 10:09 AM

    Hi Balram,

     

    I think that means you are missing the pdm_set macro.  If you have assignee set as required on the form then the pdm_set in my code would not have been called.

     

    Try adding the following pdm_set macros to your transfer form.

     

    <PDM_ELIF "$args.type" == "I" && "$env.NX_REQUIRE_INCIDENT_ASSIGNEE" == "Yes">    
<PDM_MACRO name=dtlLookup hdr="New Assignee" attr=assignee make_required=yes>    
<PDM_ELIF "$args.type" == "P" && "$env.NX_REQUIRE_PROBLEM_ASSIGNEE" == "Yes">    
<PDM_SET args.assignee=''>
<PDM_MACRO name=dtlLookup hdr="New Assignee" attr=assignee make_required=yes>    
<PDM_ELSE>    
<PDM_SET args.assignee=''>
<PDM_MACRO name=dtlLookup hdr="New Assignee" attr=assignee>    
</PDM_IF>


  • 8.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 06, 2016 12:55 AM

    Thanks Bruneau,

     

    One more thing, do I need to insert one more pdm_set macro after <PDM_ELIF "$args.type" == "I" && "$env.NX_REQUIRE_INCIDENT_ASSIGNEE" == "Yes"> line of code also?

    I will try the code you give and update you with the findings.

     

    Regards,

    Balram Singh Deswal



  • 9.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 07, 2016 05:13 AM

    Hi Bruneau,

     

    I tried adding the pdm_set macro before every "New Assignee" Field in the transfer form, but still the user is not able to select the assignee out of the currently assigned group. The requirement is that the user should be able to select the assignee from anywhere, without assigning the group.

     

    Kindly suggest what should I do?

     

    Regards,

    Balram Singh Deswal



  • 10.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 07, 2016 11:04 AM

    Well I don't think the technic proposed here will solve your problem as this will not prevent to restrict the list if a group is already assigned.

     

    May you want to be able to set an assignee that is not member of this group (why will you want to do that???), the trick will be to install the "Any contact" option from the Option Manager/Request-change-issue and then modify back your lookup macro for the assignee and group to restrict the list returned to analyst/group only.

    You can mostly do it by adding factory=agt and factory=grp in your respective lookup macro tag or using a where clause:

     

    whereclause="type=2307" //for agt

    whereclause="type=2308" //for grp

     

    Pay attention that you will have to modify this in any forms that refer your assignee and group for both group !! (so back to why will you want to do that???You may want to reconsider as the existing behavior is the correct one and prevent to have wrong assignement  )

     

    Hope this help

    /J



  • 11.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 07, 2016 11:15 AM

    This is another possible solution, I didn't propose this as it would allow employee users to be listed as Assignee.  It's unfortunate there isn't a way to turn off this new "enhancement".



  • 12.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 07, 2016 11:21 AM

    That exactly why you need to refer back the factory or the whereclause in your macro tag to prevent others contacts like employee to be listed.

    The downside of this is that you will have to do everywhere to correct a functionality that is now working as expected.  why to assign to someone outside of the assigned group...

    /J



  • 13.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 07, 2016 11:29 AM

    I understand now, this is a good proposal if you want to completely remove this enhancement.  I for one wouldn't like to have to update all the group/assignee fields!



  • 14.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 08, 2016 12:26 PM

    Hi Jmayer,

     

    If I install the any contact option from Option Manager and modify the Macro, will I be able to allocate any assignee (without updating group field) on update status? (Even one outside the current assigned group).

     

    Regards,

    Balram Singh Deswal



  • 15.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 08, 2016 01:22 PM

    as usual you will need to test on your dev instance. (you can just do for one macro to test)  but yes up to my knowledge this is the intend

    /J



  • 16.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 07, 2016 11:11 AM

    Hi Balram,

     

    The code I provided only removed the Assignee field.  It sounds like you need both the Assignee and Group cleared.  If you remove the comments from the function then it will clear both fields.  Keep in mind this does not remove the group/assignee filter.  This solution works at my organization because we typically assign to a group first and never an assignee without a group.

     

    function clearGroupAndAssignee() {  
  document.getElementsByName("assignee_combo_name")[0].value = '';  
  document.getElementsByName("group_combo_name")[0].value = '';  
} 


  • 17.  Re: Analyst Names not appearing in Assignee Autocomplete List

    Posted Mar 08, 2016 05:23 AM

    HI Balram.

    let us know if that fix your problem

    Cordialy

    \J