Hold Management: Unexpected assignments for 'Incident On Hold' and subsequent recreated incident task.

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Article ID: 158773

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Updated On:

Products

ServiceDesk

Issue/Introduction

After putting incident on hold, last assigned (and subsequently cleared) Service Queue member groups will be assignees for 'Incident On Hold' and recreated incident tasks. Similarly, if an owner is set for the Incident, both these tasks get it as assignment even if Incident has been reassigned to a queue.
 

Cause

Hold Management functionality has been reviewed.

  • The issue with cases, that have an owner set and queue assignments removed, being placed on hold generating an assignment for the last assigned queue has been fixed. The incorrect assignment for the last assigned queue is no longer generated.
  • Also addressed is the issue of cases coming off hold in this same scenario getting assignments set for both the owner and the queue that it did not have before putting on hold.

Resolution

Pointfix that includes a fix for this issue (in the form of an installer for a revised version of the SD.IncidentManagementSimple project) is available for download in TECH212326.


Applies To

ServiceDesk 7.5 SP1