Assignee cleared when attaching category with group
Article ID: 77032
SUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceKNOWLEDGE TOOLS
Assignee cleared out when attaching a Category having a group associated. At previous SDM 14.1 release, this functionality worked; the assignee contact remained associated to the ticket even after attaching a category having a group associated to it. The group was also included at the ticket group field despite of assignee was member or not member of the associated group. This behavior changed after migrating to 17.0 release.
Installing "Any_Contact" option does not change the behavior
Steps to reproduce it.
Assign a group to an Area Open new Incident (or Request) Start filling up values for Requester, Affected end user Note that assignee has already a value Fill up the Area with one that has a group associated After selecting the Area, note that Assignee value gets cleared, and the group value is automatically filled with the group coming from the Area
The expected behavior is to keep the Assignee previously filled and also with the group from the Area. Both assignee and group fields should have the values, despite of assignee is member of or not member of the group associated.
The design change was re-evaluated. and a testfix was created to address the change of behavior as per below problem:
PROBLEM SYMPTOM: WIN-ASSIGNEE OR GROUP MIGHT BE CLEARED ON TICKET
For Service Desk Manager 14.1 a test fix is required. Please open a Support case and request the fix. For Service Desk Manager 17.1 the fix is included in the latest published fix.
The solution for this problem would bring the functionality as it was prior to 14.1.04. If the new functionality, post 14.1.04 would be required then the administrator would need to install a new option "clear_fields_if_empty_in_area" available in 'Options Manager' after testfix application.