Workflow and ServiceDesk Community

This is the second part of a two-part question. I broke them apart to help people feel they can answer one piece and not the other.

What I am looking to do is to enumerate the members of a specific queue and then populate a drop-down list with those members on a webform (my previous question), once I have those users I can then get their attributes and use those to assign an incident to a user. At least that's what I had working in 7.1. The problem now is, how do I assign an incident to a queue (I know how to do that one) AND a specific user? I need the ability to do both for the workflow that I'm working on now.

If I can figure at least this part out, I can statically create a list (not ideal) if I have to just to get by for now.

I'm attaching a package for the SD. IncidentManagmentsimple.classification that I modified to do the same thing. There is a bunch of stuff you probably wont want but the assignment issue and the queeu issue are both in here. The specific queue question can be found in the edit incident form. Hope this helps.

Attachment(s)

SD.IncidentManagementSimple.Classification0.package   3.67 MB 1 version

As far as I know, you won't be able to "assign" to a user like you assign it to a queue. You can, however, set the owner. If it were me, I'd open up the SD.IncidentManagementSimple project and look at the "Incident Work/Resolution" dialog components embedded model for "Set Ownership". As this is what Symantec is doing for the ownership, if you do the same things, you should be well covered.

Edit: Added screen shot so you can see which model I'm referring to.

Ah, just noticed this was posted in both WF and SD forums.  I wanted to point out that the assignment doesn't actually happen to a queue, it happens to groups in that queue.  So when an assignment process targets a "queue", the queue is fetched, the member groups of that queue is fetched, and each group is targeted then for assignment.  The "queue" is essentially just a container for those groups.  The queue name, ID, and type does save to columns in the IMIncidentTicket table though for reference.  

So adding task assignments for:

• Queue = member groups of this queue
• Group
• User

in any combination should work as expected, I expect.

-africo

With a little help from some of you, the answer turned out to be simple. Since I am already grabbing the tech's information from the form I can simply map Owner in the Incident to the ReferenceID of the tech (or any field that contains their email address). Looks to be working now.