SDM: Problem with incident auto-assign by location

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Article ID: 102483

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager CA Service Desk Manager

Issue/Introduction

I created a category with Auto Assignment by Location. If I create a ticket with this category the Auto Assignment works fine. If I create a ticket with the same category but with a CI attached I get the following error message and Auto Assignment failed:

Error doing auto_find_assignee AHD05450:cr:402759 Request Area or Category has locations, but Asset has no Location.

Environment

CA Service Desk Manager 14.1
CA Service Desk Manager 17.1

Resolution

Auto Assignment based on Location first checks the Location for the CI and in case the CI has no Location then Auto Assignment will fail. You can get around it by assigning a location for the CI or linking the CI only after assignment has been performed.