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HelpDesk 6.5 Validation rules

Created: 23 Aug 2013 • Updated: 13 Sep 2013 | 2 comments
This issue has been solved. See solution.

I need help on a Validation rule.

I have three  queue groups..

PLM L1

PLM L2

PLM L3

 

I have a rule working but they want to change things up. The scope changed...

 

Ok so here is what I am trying to do..

If a Non-PLM worker trys to assign to PLM L2 or PLM L3 they get a message saying:

You must be a member of a PLM queue order to assign to PLM L2 and PLM L3 queues.
If you are a not a PLM member, please assign this incident to PLM L1

 

PLM L1

Allow ANY queue work to assign to PLM L1 - So that Non-PLM workers can only assign to PLM L1

 

PLM L2 and PLM L3

Alow only PLM L1,  PLM L2 and L3 workers to assign to PLM L2 and L3.

This is what I have and it's not working the way I think it should be working. I know I have something wrong.

When the rule is active.. It displays the message for ALL incidents being created. However.. For me it does not display the message and I am not in any of the PLM queues.

when all of these are true

  when any of these are true

     "Owned by worker" is one of "PLM L2, PLM L3 - Architecture, PLM L3 - Data Maintenance, PLM L3 - Infrastructure:

         when all of these are false

              when all of these are true

                   when any of these are true

                    "PREVIOUSITEM(owned_by_worker_name)" contains "PLM L2"

                     "PREVIOUSITEM(owned_by_worker_name)" contains "PLM L3"

                   <end>

                   "PREVIOUSITEM(owned_by_worker_email)" contains "CURRENT_WORKER(worker_email)"

                   "PREVIOUSITEM(owned_by_worker_email)" contains "CURRENT_WORKER(worker_nt_id)"

               <end>

           <end>

      <end>

     "Owned by e-mail" contains "CURRENT_WORKER(worker_name)"

<end>

So here is the weird thing.. I am not a PLM worker. I can create incidents and place them in any PLM queue.( I was a PLM worker but since removed myself)

However. other workers get the Display message when creating ANY incident.

 

If you need any other info please reply and I will let you know..

 

Thanks in advance.

Operating Systems:

Comments 2 CommentsJump to latest comment

KirkH's picture

To make it simple...

I only want PLM L2 and PLM L3 workers to be able to assign to PLM L2 and PLM L3.

KirkH's picture

Found a solution...

 

 

Display this message:  You must be a member of a PLM queue to assign to PLM L2 and PLM L3 queues.
If you are a not a PLM member, please assign this incident to PLM L1.

 

When ALL of these are TRUE
   "Owned by worker" changes and is one of "PLM L2, PLM L3 - Architecture, PLM L3 - Data Maintenance, PLM L3 - Infrastructure, PLM L3 - Programming, PLM L3 -Testing(don't use)"
   When ALL of these are FALSE
      "HDQUERY[[select substring((select email, pager_email from contact where name like '%PLM%' and status = 'v' for XML Path ('')),2,10000)]]" contains "CURRENT_WORKER(worker_name)"
      "HDQUERY[[select substring((select email, pager_email from contact where name like '%PLM%' and status = 'v' for XML Path ('')),2,10000)]]" contains "CURRENT_WORKER(worker_email)"
   <end>
<end>

 

SOLUTION