On a ticket detail screen, specify Assignee first, then click on 'Group' Lookup link, a displayed Group List shows only Groups the specified Assignee is member of.
On the previous version, all Groups regardless the Assignee's Group are displayed. Is there a way to change the behavior?
Release: SDMU0M99000-14.1 and higher
Component: CA Service Desk Manager-Full License
If you click on <Show Filter> button, you will be able to find that an argument is added in the 'Additional Search Arguments' as per below.
The behavior was changed by Service Desk Manager r14.1 Cumulative #2 patch. The Assignee and the Group fields work as per below.
- If you select the Assignee first, and click 'Group' Lookup link, only Groups the specified Assignee belongs to are displayed.
- If you select the Group first, and click 'Assignee' Lookup link, only Analysts of the specified Group are displayed.
NOTE: If you install "Any_Contact" option, all Contacts and Groups are displayed when you click on those Lookup links. However, the Assignee/Group relationship still holds true, to populate both the Assignee and Group fields the selected Assignee must be a member of the group.
Out-of-the-box, there is no way to change the behavior on the Cumulative #2 and #3 servers. If you need to display all Groups, please remove the argument in the Additional Search Arguments field, and then click on <Search> button again.
The behavior on the Cumulative #4 patch is as shown below.
- With the "Any_Contact" option installed, if you select the Assignee first, and click 'Group' Lookup link, all Groups regardless Assignee will be displayed. If we select a group that the specified Assignee is not member of, the Assignee filed will be blanked out automatically.
- If you select the Group first, and click 'Assignee' Lookup link, only Analysts of the specified Group are displayed.