thaweekan.com

[hschmoll]

When a worker submits a Service Request Form the helpdesk incident assigned = LEVEL 1 and the owned by = the worker submitting the incident. When a non worker submits a form the helpdesk incident is assigned and owned by our defaults as defined by a rule. How can we make the behaviour the same for workers and non- workers.

Also in several posts there are references to the release notes for version 1.04 in the customer area. I can't figure out where that is.

[janjira]

There are a number of ways that this can be done. You can create a new Routing or Incident Rule to assign the worker and owner according to some characteristic of the incident like the category, or you can explicitly set the worker id for the assigned and owned by workers in the parameters passed to the form.

I have granted your account access to the customer area.

Janjira

[hschmoll]

I can see dealing with it by using rules but I'm not sure that I understand how I would explicitly set the worker id for the assigned and owned by workers in the parameters passed to the form.

[janjira]

You should be able to pass the parameters:

workitem_assigned_to_worker_id

and workitem_owned_by_worker_id

setting the value of the worker id appropriately. You will need to read this value from the worker table in the Altiris_Incidents database. It will be something like 10 for the Level 1 queue I think.

i haven't actually tested this but it should work. I will test as soon as possible.

Janjira

[hschmoll]

that worked fine, thanks.