Transferring a Ticket to a Member of a Group the User does not Belong to

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When we transfer a ticket to a new group and contact who is not in the new group, a log is generated saying the transfer is made.

Correctly, the Contact is not populated, but there is a log generated saying that the transfer was made to the illegal contact

Follow these steps:

1.  Open a new incident and assign to group NewGroup and no assignee

2.  Click activities > Transfer 

3.  Select a Group test1, then manually type a new contact name that does not exist in test1

Analyst window will appear to allow you to select a user in group test1.

4.  Do not select a new user and close the Analyst List window

5.  On the Transfer Incident XXX page, click save

Logs will be generated in the Activity log saying:

6.  Transfer assignee from " to <new assignee>

7.  Transfer group from 'NewGroup' to 'test1'

Correctly, no assignee is populated, but there is a log saying that the assignee was transferred to a user who is not a member of the group

Environment

Release : 17.3 RU21

Cause

Defect in CA SDM 17.3 RU21

Resolution

Issue was confirmed to be a defect

Fix to be released in 17.3 RU24 and 17.4 RU1