ServiceDesk

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  • 1.  Service Desk Force Initial routing rules

    Posted Sep 10, 2013 01:38 PM

    In the Technician Incident Form if you assign an analyst directly the initial routing rules doesnt work. 

    How can I force the use of the inicial routing rules?.

    The Service Desk Version is Service Desk 7.1 SP2  

     

    Regards.

     



  • 2.  RE: Service Desk Force Initial routing rules

    Posted Sep 16, 2013 11:43 AM

    I'm not familiar with ServiceDesk 7.1 SP2.  I've used 7.1 SP1 and 7.5.  Regardless, you should be able to open up the feeder form workflow, find the components that apply the initial routing rules, and apply them to the analyst assignment path.  Sorry that I can't be of any more help than that.



  • 3.  RE: Service Desk Force Initial routing rules

    Broadcom Employee
    Posted Sep 16, 2013 02:50 PM

    Technican Form calls a different model in Incident Management that skips a large part of the main model with the initial set up. I would not recommend changing this unless you have a really good grasp of how to modify Workflow projects.

    I cannot look at the flows right now, but the easiest way would probably be to copy the components that do the routing from main model to the one Technician Form calls. That might be a bit more involved than it sounds though.