4 Replies Latest reply on Aug 7, 2014 9:25 AM by Jenny.Lardh

    Copy Rule works in Console, but not in Web Desk

    ViaBellator Apprentice

      I have copy rules set up to auto assign a new request to a suggested group and suggested analyst. When opening a ticket in the console client, the copy rule works as expected and populates both the Suggested Group and Suggested Analyst fields. However, in Web Desk, only the Suggested Group is populated and the Suggested Analyst is left blank.

       

      I have verified that the Copy Related attribute is set in the Category as well as the Suggested Group and Suggested Analyst fields.

       

      Any ideas on what else I could check?

       

      This is in Service Desk 7.7.1