Logged in user is set to Assignee automatically

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Question:

The Assignee field automatically defaults to the logged in user, when creating a new ticket.

What sets this behaviour and can it be changed?

 

Answer: 

If the option "Assignee_set" is installed and a logged in user is Analyst, when the logged in user creates a ticket, the logged in user is set to "Assignee" automatically. The option has been installed as a default.

To change the behavior, uninstall the option:

1. Log into Service Desk and open [Administration] tab. 
2. Go to 'Options Manager' > 'Request Mgr' and open "Assignee_set"
   
   

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3. Click on <Edit> and choose <Deinstall>. 
   
   

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4. Restart the Service Desk service for the change to take effect.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: