There is a workaround BMC support can provide. The issue is resolved in 7.6.03.
"Incident Management - unable to set Incident Owner Individual" Hello Tony. I've taken over this issue and I'll be working with you now. I've noticed that you are having some issues with incident owner, and yes, it is a known defect logged as SW00366691- It's been fixed in version 7.6.03, which has been just released; nonetheless, there's also a workaround for this issue, which is: 1) Open the menu CTM:SGL:Owner-Q 2) Change the value from "Full Name" to "Login ID". Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) 703-7763 | e-mail: [email protected] From: Dmitry Baryshnikov <[email protected]> To: [email protected] Date: 09/21/2010 09:59 AM Subject: Re: Incident Ownership - ITSM 7.6 Sent by: "Action Request System discussion list(ARSList)" <[email protected]> ** We think it's a bug in the workflow, that's trying to compare the full name with the login name. Sure it would never match. We changed the RunIf qualification in the second Set Fields action to: ('Support Group ID' = $Owner Group ID$) AND ('Full Name' = $Owner Login ID$) AND ('Assignment Availability' = "Yes") and instead of mapping 'Owner' to $Full Name$ do the following two mappings: 'Owner Login ID' to $Login ID$ 'Owner' to $Full Name$ Everyting works fine for us now. Regards, Dmitry Baryshnikov On Tue, Sep 21, 2010 at 4:19 PM, Kali Obsum <[email protected]> wrote: ** Yup, I captured the workflow and seems like there's something wrong with this AL: HPD:INC:Owner_011_SetID!=Q as it assigns the Full Name to the Owner Login ID field. However, I cannot find any relevant information on the BMC Support Site regarding this. Regards, Kali From: Action Request System discussion list(ARSList) [mailto: [email protected]] On Behalf Of Roger Justice Sent: Tuesday, 21 September 2010 6:17 PM To: [email protected] Subject: Re: Incident Ownership - ITSM 7.6 ** Capture the workflow I think it is a known issue that you will need to fix. -----Original Message----- From: Kali Obsum <[email protected]> To: arslist <[email protected]> Sent: Tue, Sep 21, 2010 2:31 am Subject: Incident Ownership - ITSM 7.6 ** Hi, Has anybody encountered this error when assigning an individual as an Owner of an Incident ticket? (Incident Owner Support Group details is already filled out) "This individual is currently unavailable for ownership" Happens even if I try using other groups or other individuals. Regards, Kali NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ********************************************************************** CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent.
