IR vs SR assigned to field

Eugene_Rack

Good afternoon

I have tried searching the Forum and Cireson Support regarding this query but could not find what I was looking for. I am hoping someone will know the answer. When we assign an IR by typing a name in the Assign To field it will only find names that we have in AD groups associated with our Support Groups. However for a SR you can select any name from the AD and assign the SR to them. Is this by design or something we may have configured incorrectly. If by design is there a way to lock it down to only assign to users in the AD support groups we have created?

Geoff_Ross

Hi Eugene,

This is the default OOB behaviour. Its not actually filtered by members of support groups, it's by members of the Analyst group. Of course, this is probably the same set of people.

This is just down the the design of the two forms. The Assign To field on the incident form is defined as:

{ DataType: "UserPicker", PropertyDisplayName: "AssignedTo", PropertyName: "AssignedWorkItem", FilterByAnalyst: true }

Where as the the Assign To field on the service request form is defined as:

{ DataType: "UserPicker", PropertyDisplayName: "AssignedTo", PropertyName: "AssignedWorkItem" }

Its the FilterByAnalyst that makes the difference. Just add this to your custom ServiceRequest.js and refresh the browser.

Geoff

Geoff_Ross

Hi Eugene,

This is the default OOB behaviour. Its not actually filtered by members of support groups, it's by members of the Analyst group. Of course, this is probably the same set of people.

This is just down the the design of the two forms. The Assign To field on the incident form is defined as:

{ DataType: "UserPicker", PropertyDisplayName: "AssignedTo", PropertyName: "AssignedWorkItem", FilterByAnalyst: true }

Where as the the Assign To field on the service request form is defined as:

{ DataType: "UserPicker", PropertyDisplayName: "AssignedTo", PropertyName: "AssignedWorkItem" }

Its the FilterByAnalyst that makes the difference. Just add this to your custom ServiceRequest.js and refresh the browser.

Geoff

Eugene_Rack

Thanx very much for the information Geoff