ServiceDesk

This topic has been circling for a while but I'd like some to talk a little more about it. What we'd like to do is assign an incident to a specific queue and a specific user while in the incident advanced form. We've already added the Take Ownership or Assign to Me check box and that works but we have the need a lot of times to assign work to specific people.

We were able to do this in 7.1 fairly easily and I thought I could just duplicate the process but I'm running into some complications.

Here's what was done in the past:

We have a component that runs before a form which searches for all members of a ServiceDesk group and puts them in an array of type User. We then have a dropDown list on the form which is populated with the results of the array from before. Later we use the selection and assign the incident to the technician.

What we'd like to do now:

Have a component that can enumerate members of a group (or each group) and place them into arrays. We then have a drop-down on the form which loads the correct array when a corresponding group is selected from the Assignments drop-down list. We can then assign the incident to the queue and the user.

The issues we're having is that it seems the data tyoe User is missing from 7.5 (although there is Users but its not quite the same) and then the dynamic load of the drop-down is an issue. Even if we could load a single array (helpdesk) and hide the drop-down unless the Helpdesk queue is selected, that'd work too.

Any ideas or places I can look?

I see what you're saying. A quick thought: build a custom component that brings in what you need directly from the tables.

SELECT u.[UserID]
     ,u.[PrimaryEmail]
FROM [UserGroup] ug
JOIN [User] u ON ug.[UserID] = u.[UserID]
JOIN [Group] g ON ug.[GroupID] = g.[GroupID]
WHERE g.[GroupID] IN (SELECT map.[GroupID]
          FROM [ServiceQueueGroupMap] map
          JOIN [ImServiceQueue] q
               ON map.[ImServiceQueueId] = q.[ImServiceQueue_id]
          WHERE q.[QueueName] = @queueName)

I do not remember what exactly was in the User type in 7.1 but I think most user data in 7.5 should be UserInfo type.