Problem with auto-assign by location

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

We have configured the ‎auto assignment by location in some categories.
But we notice that with some tickets an error is happening. The ticket is assigned to default group instead the assignment by location.
We have this configuration for others groups/categories/locations and it works fine.

Environment

CA Service Desk Manager 14.x / 17.x

Cause

The reason of this behavior could be that Category has no workshift(s) assigned to it. This could be verified in SDM standard log files if traces are enabled as below:

To turn tracing on, run the following command on the server:

pdm_logstat -f auto.pm milestone
pdm_logstat -f pdm_misc.pm 300

Then reproduce the behavior seen.

To turn off tracing, run the following command on the server:

pdm_logstat -f auto.pm
pdm_logstat -f pdm_misc.pm

Verify that in the log a few lines have been written as in the example below:

10/11 07:39:47.57 SERVER spelsrvr 1104 MILESTONE auto.pm 280 Auto-Assignment for Request 1488380
10/11 07:39:47.58 SERVER spelsrvr 1104 MILESTONE auto.pm 1381 checking overrides
10/11 07:39:47.58 SERVER spelsrvr 1104 MILESTONE auto.pm 1405 autoasg_override option is set
10/11 07:39:47.58 SERVER spelsrvr 1104 MILESTONE auto.pm 1410 checking category workshifts
*** 10/11 07:39:47.58 SERVER spelsrvr 1104 MILESTONE auto.pm 1437 category has no workshifts ***
10/11 07:39:47.63 SERVER spelsrvr 1104 ERROR pdm_misc.pm 106 Error doing auto_find_assignee AHD05452:cr:4257117 No eligible Groups found to service this Request, Change Order, Issue or Task
10/11 07:39:47.65 SERVER spelsrvr 1104 MILESTONE auto.pm 2201 AHD05458:Request 'XXXX' No assignee found, getting defaults: Assignee='XXXX' and Group='XXXX'

In this specific case it is possible to observe that the category does not have workshifts defined.

Resolution

Define the same workshift(s) at the group, category  and end user affected.