4 Replies Latest reply on Aug 29, 2016 8:55 AM by AlmeidaR

    Assign to me Condition - Help

    Apprentice

      Hi All,

       

      I am having an issue on the "assign to me" function that did not occur in the past.

       

      Suddenly, the "assign to me" function has disappeared from the actions on the side bar.

       

      I created a new Incident and compared with the process (The assign to me option seems to be greyed out opposed to the other actions in the "In progress" status):

       

      assigntome.jpg

       

      Here is the condition for the assign to me:

       

       

       

      assigntome2.jpg

       

      When the assigned user is not the current analyst, the option should appear.

       

      Currently, when an incident is open, it is shifted to a support group and only later assigned to an analyst, so no analyst will be assigned at this stage (value will be null).

       

      I compared with an older incident that I had opened previously and the "Assign to me" option appears if there is a value in the analyst field which is not the current user

       

      Is it possible to have also this option activated if the analyst field is null?

       

      I am quite sure this was working this way in the past.

       

      Many thanks in advance.

       

      Best Regards,

       

      Ricardo Almeida

        • 1. Re: Assign to me Condition - Help
          Markus.Gonser ITSMMVPGroup

          Hi Ricardo,

           

          I´ve build the same condition but with a calculation.

          My calculation looks like this:

          Condition_Calc.jpg

           

          The condition asks if the value is equal to true.

           

          best regards

          Markus

          • 2. Re: Assign to me Condition - Help
            csoto Specialist

            I use a similar Calculation:

            import System

            static def GetAttributeValue(Request):

                Value = false

                if Request.CurrentAssignment != null:

                    if Request.GetCurrentUserName() != Request.CurrentAssignment.User.Name:

                        Value = true

                return Value

            Note, this is for Request, but I do a similar thing with Incident. Condition = "Equals"; Value Type="Specific value"; Value = "True"

             

            So, why might a standard condition evaluation not work? If there is no current assignment User, the attribute being evaluated is null. Only a calculation can first check for the null condition, then make the evaluation. You *could* theoretically use a standard condition check, but only if your process assures there is always an assignment before this condition. As these calculations will work regardless, it's a better idea just to use the calculation.

             

            Charles

            1 of 1 people found this helpful
            • 3. Re: Assign to me Condition - Help
              Apprentice

              Hello Makus,

               

              thanks for the feedback.

               

              After a bit more investigation I realized this is not working due to the fact that the "user assignment" is not filled when in progress. As there is no value, the system does not compare. I will have to add the IF NULL also to the condition.

               

              Many thanks for the feedback

               

              Best Regards,

               

              Ricardo

              • 4. Re: Assign to me Condition - Help
                Apprentice

                Hello csoto,

                 

                thanks for the swift feedback.

                 

                I realized this is not working due to the fact that the "user assignment" is not filled when in progress. As there is no value, the system does not compare. I will have to add the IF NULL also to the condition. If I have an analyst on that field that is not the current user, the assign to me option, appears.

                 

                Many thanks for the feedback

                 

                Best Regards,

                 

                Ricardo