An analyst contact is defined with an organization and a group; The group is defined with a different organization. Which organization is considered to be the organization of the contact?
Article ID: 50460
Updated On:
Products
Issue/Introduction
Description:
This document explains which organization is associated with an analyst contact when the contact is defined with both an organization and a group, and the organization in the group definition is different than the organization in the analyst definition.
Solution:
The organization field set in the contact takes precedence over the value of the organization field set for the group.
The following diagram shows an example of the relationships between the analyst, group, and organization:
Analyst contact record for contact_1 contains:
Organization=organization_A
Group=group_1
Group contact record for group_1 contains:
Organization=organization_B
When a ticket is created in which the Assignee is contact_1 and the Group is group_1, the organization for the ticket is organization_A.
Below are some samples screenshots of the definitions for the example described above.
Figure 1: analyst contact definition showing organization
<Please see attached file for image>
Figure 2: analyst contact definition showing group
<Please see attached file for image>
Figure 3: group definition showing organization
<Please see attached file for image>
Environment
Component: ARGIS
Attachments
Feedback
