The Current Assignment Group and Analyst attributes show no or old data

Version 6

    Verified Product Versions

    LANDESK Service Desk 7.8.xLANDESK Service Desk 2016.x

    Problem

     

    Since Service Desk 7.3 the shipped database has had new String attributes Current Assignment Group and Current Assignment Analyst added to the Incident object.  If your system was implemented with version 7.3, 7.3.1 or 7.3.2 sometimes these attributes can be blank or show out-of-date information.  If your system was implemented before then you will not have these attributes but they can be easily created.  If your system has been implemented since 7.4 this problem will not effect you.

     

    Solution

     

    The attributes added to the shipped database are in fact calculations that could be added to any system.  However the calculation formulas used on these attributes need modiying to ensure the correct assignment data is shown at all times.  Follow these steps to make the calculation changes:

     

    1. Take a full backup of the database and ensure no-one is logged in.

    2. Within Console open Object Designer and navigate to the Incident Management -> Incident object in the tree.

    3. Double-click Incident in the tree to modify the object and display its list of attributes in the centre panel.

    4. Select the Current Assignment Analyst attribute.

    5. From the Properties panel make sure that the Calculation Type is set to BeforeSave

    6. From the Properties panel select the Calculation Formula line and click the "..." button to open the Formula Editor.

    7. Clear all text from the Editor panel and replace it with the following code:

     

    import System
    static def GetAttributeValue(Incident):
     Value = ''
     Assignment = Incident.Assignments.Latest()
     if Assignment.User != null: Value = Assignment.User.Title
     return Value
    

     

    8. In the Dependencies panel clear out any previous text and enter the word Assignments.

    9. Press OK to save the formula.

    10. Select the Current Assignment Group attribute.

    11. From the Properties panel make sure that the Calculation Type is set to BeforeSave

    12. From the Properties panel select the Calculation Formula line and click the "..." button to open the Formula Editor.

    13. Clear all text from the Editor panel and replace it with the following code:

     

    import System
    static def GetAttributeValue(Incident):
     Value = ''
     Assignment = Incident.Assignments.Latest()
     if Assignment.Group != null: Value = Assignment.Group.Title
     return Value

     

    14. In the Dependencies panel clear out any previous text and enter the word Assignments.

    15. Press OK to save the formula.

    16. Save the Incident object.

     


    If you are still experiencing the problem where you see old data in these field, please see this article