6 Replies Latest reply on May 9, 2018 3:14 PM by WARRIOR

    CURRENT USER PROPERTIE OF AUTOMATED ACCOUNT(s)

    WARRIOR Apprentice

      Does anyone know the current user properties of automated accounts?

       

      In other words, when a ticket is created via email, or by voice mail, what do we expect the following to return:

       

      1. CurrentUserInTeam("Service Desk")?
      2. CurrentUserTeamNames()?

       

      This knowledge would help better handle custom validations rules and other business rules that may otherwise prevent email messages and voice messages from being able to save incidents.

        • 1. Re: CURRENT USER PROPERTIE OF AUTOMATED ACCOUNT(s)
          michael.odriscoll SupportEmployee

          Hi Ted,

           

          Thanks for posting to the Ivanti Community!

           

          Sorry that it seems no one has the answer to be able to assist you on this yet.  Did you manage to get any further information on this? Please share anything you deem useful and the community may be able to offer some help.

           

          If not then please do consider the other ways to engage with us to get assistance:

          https://community.ivanti.com/community/contact-support

          • 2. Re: CURRENT USER PROPERTIE OF AUTOMATED ACCOUNT(s)
            DTurner Expert

            Hi WARRIOR

             

            AFAIK, the account for automated services is InternalServices but I don't think those functions would return any values because they can't be used in automation services such as workflows.

             

            This knowledge would help better handle custom validations rules and other business rules that may otherwise prevent email messages and voice messages from being able to save incidents.

            I'm curious - what is the specific use case for this?

            • 3. Re: CURRENT USER PROPERTIE OF AUTOMATED ACCOUNT(s)
              WARRIOR Apprentice

              In ISM, when an incident is created, the automated account uses the logged status as the default incident status. This keeps the clock from moving as the system assumes the incident is not active.

               

               

              We found out that some representatives take advantage of this by setting active incidents back to the logged status to delay or block the escalation process which kicks off emails to supervisors and managers depending on the level of escalation. There are lots of other design situation we found necessary to separate the automated system from an actual user.

               

               

              A natural reaction is to remove the logged status, but this presents a problem for the automated system that needs this status to save new records.

              • 4. Re: CURRENT USER PROPERTIE OF AUTOMATED ACCOUNT(s)
                WARRIOR Apprentice

                To address this, we created a workaround by creating a field in the user/employee business object, that holds specific information for actual users only (e.g: IsAPerson checkbox) and used the "CurrentUserField("Field_Name)" function to return the value as follows:

                 

                 

                $(If CurrentUserField(IsAPerson) then

                          Do something e.g remove the logged status. Or disallow the user from saving records with logged status etc.

                   else

                          Do nothing e.g keep the logged status. Or allow the system to save records with logged status etc.

                )

                1 of 1 people found this helpful
                • 5. Re: CURRENT USER PROPERTIE OF AUTOMATED ACCOUNT(s)
                  DTurner Expert

                  Ah that makes sense - You should name and shame them!

                   

                  On a more serious note, I like the way you have handled the issue - an interesting way to resolve it but effective. You may also fine it beneficial to look into something similar to the OOTB Change setup as that uses validated lists to manipulate status flow since they may be able to abuse it in some other way by triggering another clock.

                   

                  Dec