CA Service Management

Hi Team,

I am facing issue when creating a R/I/P as assignee field is getting auto populated by reported by user which is not required. I have verified the detail_cr.detial_pr,detail_in but did not find anything. I checked the data partition as well but found no defaults is set and also checked options manager but no clue from where its populating the reported by value in assignee field.

This is what is there in detail form:-

<PDM_IF "$env.NX_REQUIRE_REQUEST_ASSIGNEE" == "Yes">
<PDM_MACRO name=dtlLookup hdr="Assignee" attr=assignee autofill="no" evt="onBlur=\\\"detailSyncEditForms(this)\\\"" make_required=yes>
<PDM_ELSE>
<PDM_MACRO name=dtlLookup hdr="Assignee" attr=assignee autofill="no" evt="onBlur=\\\"detailSyncEditForms(this)\\\"">
</PDM_IF>

Can someone help on this?

Thanks

Ishani

Uninstall the Assignee_set option in Options Manager, in the Request Mgr section.

The option is not installed.

Thanks

Ishani

Hi Ishani,

I see you have the Area_Defaults option also installed. So this could be coming from there. Check if the Category\Area used on the ticket has the group and assignee fields set. It may well be that the assignee is the only member of that group.

Please also confirm if auto-assignment is enabled?

===

Kind Regards,

Brian

Hi Ishani,

Although the Assignee_set option list is Not Installed, click the option to bring up the detail to verify when it is uninstalled (Last Modified Date). The change of the option required recycle Services to take effect. As the option by default is installed, there is chance the option uninstalled but not recycle Services yet.

No, Auto assignment is not enable. Only area defaults has been installed. I checked all the categories ,there only group has been mapped,no assignee is there.

Thanks

Ishani

Check the Data Partition for the Role and see if there are any Defaults for Call_Request - maybe it's set there. Otherwise, try to use a non-customized .htmpl form and see if you have the same issue.

If non of the suggestions help, then log an official Support case. We should be able to enable tracing on domsrvr spelsrvr and webengine to help determing where the assignee is being set from.

Hi Brian,

can you please tell me which daemons need to be traced.

Thanks

Ishani

Ishani, if I were you I would do the following...

1. check if there are custom detail_xx.htmpl files, where xx is cr/in/pr. you can do a quick search in site\mods\www\htmpl\web\analyst folder

2. check to see if you have require_request_assignee option installed. The

    <PDM_IF "$env.NX_REQUIRE_REQUEST_ASSIGNEE" == "Yes">

is checked against this option

Thanks

Chi

Hi Chi,

require_request_assignee is not installed and found this <PDM_IF "$env.NX_REQUIRE_REQUEST_ASSIGNEE" == "Yes"> in detail page and as per my understanding there's nothing wrong in it as this statement is not dependent on the installation of that option.

Thanks

Ishani

Ishani, maybe you can consider open a Support case. Something like this should be easy to figure out once the Support engineer does a Webex remote. Thanks _Chi

This is an OTB feature. The analyst interface auto populates the assignee i.e when any analyst try to create request, assignee gets auto populated. I need to remove this feature. How to do that?

Thanks

Hi Ishani,

It is the option Assignee_set (Automatically Set Assignee on Call Requests to Analyst ) in Option Manager under Request_mgr.

Regards,

Derek

Hi Chris,

We will investigate and update you accordingly.

Thanks and Regards,

Ishani

But Assignee_set is not installed in my case, still how its auto populating the assignee field? Service restart has been done multiple times.

Ishani,

Please open support case to have further troubleshooting.

Thanks,

Derek

Hi Ishani.

I suggest installing and deinstalling this option again, just for sure, and then restart the SDM Service.

You might check for NX_ASSIGNEE_SET in your NX.env file. If it is set to Yes, then there seems to be a mismatch between the Option information and what is stored in this file, which in fact controls the system behaviour.

The above procedure will clean up this potential mismatch.

Hope this helps.

Regards

....Michael

This resolved the issue. Thanks Mike.