Known Issues with Assign to Me Smart Task in ServiceDesk 7.1 SP2

Article:TECH180097  |  Created: 2012-01-27  |  Updated: 2012-04-13  |  Article URL http://www.symantec.com/docs/TECH180097
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Article Type
Technical Solution


Issue



The Assign to Me Smart Task in ServiceDesk 7.1 SP2 does not work unless you check the box to delete existing assignments.
Assignments changed using the Assign to Me Smart Task are lost if the ticket is subsequently worked via "Work Incident" with No Assignment Change option upon Saving/Resolving. 


Error



There is no error, the assignment simply is not changed.


Environment



ServiceDesk 7.1 SP2


Cause



These issues are caused by a logic problem with the Assign to Me dialog model.


Solution



These issus will be addressed in a future release of ServiceDesk.

To resolve these issues prior to the future release:

  1. Open the SD.IncidentManagment project in Workflow Manager.
  2. Go to the Initial Diagnosis model.
  3. In the Initial Diagnosis model, open the Initial Diagnosis dialog workflow component.
  4. Go to the Interaction Setup tab.
  5. Find and select Assign to Me in the list of Dialog Models and click Edit.
  6. Find the component labeled "For each existing assignment".
  7. Add an 'Add New Data Element' component to the model.
  8. Connect to the Finished output of the component labled "For each existing assignment"
  9. Configure the 'Add New Data Element' component
    1.  Data Type of AssignmentTarget.
    2. IsArray is checked. 
    3. Variable Name of Task.Assignment.
  10. Delete the existing swimline connecting the false output of the component labeled "Remove Existing Assignments?" to the component labeled "History Owner Changed".
  11. Connect the false output of the component labeled "Remove Existing Assignments?" to the component labled "User Permission Type".
  12. Add a 'Single Value Mapping' component to the model after the component labeled "Add an assignment directly to the owner".
  13. Connect the component labeled "Add an assignment directly to the owner" to the 'Single Value Mapping' component you just added. 
  14. Configure the 'Single Value Mapping' component:
    1. Set the Target Type to AssignmentTarget
    2. In the Mapping Definition, connect EnsembleSecurityToken.Email to TargetName, EnsembleSecurityToken.UserID to TargetId, EnsembleSecurityToken.Name to DisplayName.
    3. Output Variable Name of New_Assignment_Local
  15. Add a 'Add Items to Collection' component to the model after the 'Single Value Mapping' component added in step 10.
  16. Connect the 'Single Value Mapping' component to the 'Add Items to Collection' component
  17. Configure the 'Add Items to Collection' component.
    1. Data Type is AssignmentTarget.
    2. Array Variable Name is Task.Assignment.
    3. Items to Add is New_Assignment_Local.
  18. Connect the 'Add Items to Collection' component to the component lableled "History Owner Changed".
  19. Click OK until you are back to the Initial Diagnosis Model.
  20. Save and Publish the project.

 


Supplemental Materials

SourceETrack
Value2669825
Description

"Assign to Me" is not setting assignments properly


SourceETrack
Value2698502
Description

"Work Incident" action is resetting assignments incorrectly


SourceETrack
Value2669818
Description

"Work Incident" action is resetting assignments incorrectly



Article URL http://www.symantec.com/docs/TECH180097


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