Hi, I have a few questions regarding customizing (editing) the default SD Packages.
1. I edited the assignment rule in SD.Feeder.TechnicianIncidentForm so that by default every incident will get routed to a specified group (other than support 1). I've added the group in Application Property as a new User Group. I didn't edit anything in Submit Incident Advanced component. The problem I'm facing is that I got this user comment in Process View:
"An Error Has Occured in the send customer email start process"
Also, when the incident is created, it didn't send email notification to the submitter and the assignee. I wonder which part I did wrong as I didn't even edit the core Incident Management workflow.
2. It is stated in SD Customization Guide that if you want to edit the core ITIL processes, you have to add space whithin the name. So does that mean it will overwrite the current process if I publish it? I'd like to have another core ITIL process, say, SD.IncidentManagement_1. Can I do so by publish it using different name and create new virtual folder and point service desk to new process?
Thanks in advance