Fixes for Assign to

Date

2011/05/06

What

At a morning meeting, question from Patricia, Isabel and Mats about emails not beeing sent when:

• Reassigning from Assignment Group #1 to Assignment Group #2, to which you both belong
• Assigning to a given person in Assignment Group #2

This is because: - on the client side: the ticket state goes to In Progress when assigning to someone (and 'assigned_to' is filled). - on the server side: a Business Rule empties 'assigned_to' because the Assignment Group has changed.

The ticket ends up In Progress without any assignee. No email is sent to anyone.

How

I deactivated and deleted:

• [BR] Empty Assignee on Assignment Group change
• the logic was:
  • if Assignment Group changes,
  • then empty Assigned To

I created:

• [BR] 'Assignment Group / Assigned To logic' on incident table
• [BR] 'Assignment Group / Assigned To logic' on u_request_fulfillment table
• the logic is now:
  • (1) if state is Assigned,
  • (1) then, empty Assigned To
  • (2) if Assigned To not a member of Assignment Group,
  • (2) then empty Assigned To

I tested (1) and it works fine, but I cannot easily test (2) unfortunately...

Currently, the following number of tickets need to be fixed by hand, as they are In Progress without any assignee:

• 7 incidents
• 3 requests

I am contacting users case by case. I don't have a way to know to whom they wanted to assign the ticket to.

Update Set

20110505 SOPH [FIX] In Progress with assignee emptied

Issues