CA Service Management

Hi community

Is there a way to make both fields Assignee and Group empty when we transfer a ticket. (Activity > Transfer)

It is possible to perform this for the Assignee field (e.g. with following command in the htmpl file):

<PDM_SET args.assignee=''>.

<PDM_MACRO name=dtlLookup hdr="New Assignee" attr=assignee>

but this seems not to work with the group field.

Any idea?

Thanks in advance

Christian

Christian, I see this in the htmpl file...

<PDM_IF "$env.NX_REQUIRE_REQUEST_GROUP" == "Yes">
<PDM_MACRO name=dtlLookup hdr="New Group" attr=group make_required=yes>

you have the "require_request_group" option installed?

Thanks _Chi

Hello Chi

The require group option is installed for each ticket type.

Thanks

Christian

Christian, I think that is the issue as make_required=yes is specified in the pdm_macro. You give it a try by removing this make_required=yes. Thanks _Chi

Christian, looks like you may need to uninstall "require_request_group" option and recycle sdm. Thanks _Chi

Chi, uninstall the option(s) + recycling service doesn't help.

Some other suggestion?

Thanks in advance

Christian

Christian, can you post your modified xfer_esc_cr.htmpl here?Thanks _Chi

Hi Chi,

You'll find below the part which was modified for assignee. When the group is changed, the Assignee field becomes empty.

var prio_id = _dtl.currID;

<PDM_IF "$args.type" == "R" || "$args.type" == "">
<PDM_IF "$env.NX_REQUIRE_REQUEST_GROUP" == "Yes">
<PDM_MACRO name=dtlLookup hdr="New Group" attr=group make_required=yes>
<PDM_ELSE>
<PDM_MACRO name=dtlLookup hdr="New Group" attr=group>
</PDM_IF>
<PDM_ELIF "$args.type" == "I" && "$env.NX_REQUIRE_INCIDENT_GROUP" == "Yes">
<PDM_MACRO name=dtlLookup hdr="New Group" attr=group make_required=yes>
<PDM_ELIF "$args.type" == "P" && "$env.NX_REQUIRE_PROBLEM_GROUP" == "Yes">
<PDM_MACRO name=dtlLookup hdr="New Group" attr=group make_required=yes>
<PDM_ELSE>
<PDM_MACRO name=dtlLookup hdr="New Group" attr=group>
</PDM_IF>
<PDM_IF "$args.type" == "R" || "$args.type" == "">
<PDM_IF "$env.NX_REQUIRE_REQUEST_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>
<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>
var assignee_id = _dtl.currID;

Thanks

Christian

Christian, want to understand...so you want to keep the assignee value though the group changes? Thanks _Chi

Hi Christian,

Would you be able to provide more information on your use case here? Typically, the Transfer activity is used to manually set the Assignee and/or Group of a ticket, transferring ownership of the ticket to a new person. I'm not sure I understand the purpose of using the Transfer activity to instead blank out the Assignee and Group, which is less of a Transfer and more of an "Unassign" operation; as it stands, you can already do this manually since an out-of-the-box Service Desk Manager system should allow you to use the Transfer menu to transfer a ticket to a blank Assignee and Group field without any issue, blanking out both fields. Or am I completely misunderstanding your intent, and you want the Transfer form to blank out the current Assignee and Group so that a new one can be selected? Please provide some more information on what you're intending to do, and what specifically needs to be changed in your environment.

Hi Chi and Sean,

In the first time, thanks to trying to help me.

Maybe I was not explicit enough. (English is not my language).

When we transfer a Ticket, the rule in our company is to transfer this one unassigned to a group (group is mandatory). This means that Assignee field has to be empty, and the group is another one as our own group.

Our group is always displayed by Transfer action and we need first to highlight it then overwrite it by entering the new one.

The question from some analysts was: is it possible to get both fields empty (group and assignee) to avoid to highlight the group field? (if it makes sense is another question...)

The result of the code above is that the assignee field becomes empty as soon as the group value changes. By this code, the group field is filled with the name of the group where the ticket is assigned, which needs to be highlighted, overwritten, etc.

My first idea was to use a command such as <PDM_SET args.assignee=''> for the group (e.g.: <PDM_SET args.group=''>) but it didn't work, probably because group is not an argument.

Hope it helps.

Thanks

Christian