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Put Incidents in a Queue after edit.

Created: 07 May 2014 | 4 comments

Hi there

I need to build a worflow for use it in ruleset "Set Incident to Workflow" wich his purpose have to be:

1- Clear the existing assigned queue

2- Assign the queue using the rulesset defined on event "OnIncidentEdited"

Right now the rule set assign partially the ticket but the current assignment leaves in blank.


Operating Systems:

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Justin Dybedahl's picture

Are you looking to put them in a specific queue after they are edited?  If so, can't you use the Route Incident action?

nmatosg's picture

Only i have the "Route Incoming Incident" and it doesn´t work.

When i edited a incident, check "Remove Current Assignments" and reclasify it, the assignment is not set

Justin Dybedahl's picture

What are you trying to route the incident to? Are trying to route the incident based on a condition or are you trying to route it to a statically set queue? I'm using the route incident rules action in SP1 without issue on a couple of my rules. I'm assuming you're going down the workflow path because the route incident action is not working? If so, would you mind posting a screenshot of how you have your rule setup?

safwit's picture

I just installed and configured  SEPM v12.1. I also defined three users' account as admin to manage SEPM. When any of my admin user login with their personal  account they don't see any of the changes I made, they  only see the changes  I made if they login with my account. What do I need to do so they can make changes with their own account and all the admin users can see it.