2 Replies Latest reply on Apr 27, 2018 1:40 PM by JamesRogers

    How Do I Use An Update Block To Override The Default Owner Team

    JamesRogers Rookie

      I created a request offering. Upon submission via Self-Service it is assigned to team Service Desk and owner is blank. HEAT documentation states, "The default owner team for service requests created from the Self-Service Portal is Service Desk, while the default owner and owner team for service requests created from Ivanti Service Manager is the login name and team of the logged-in user."

       

      At the time of creation I want to override the Self Service defaults and the Service Manager defaults. The owner's team should not be the current user's team nor should it be Service Desk. I tried adding an update block to the workflow and provided and explicit hard coded value for team. The update is ignored.

       

      Does anyone know how to setup the workflow to override the default team with something other than Service Desk or currentUser team? (BTW I tried creating an invisible field with the correct team and then inserting a function in the update block to pull the value from the invisible field. It didn't work.

      Screen Shot 2018-04-26 at 8.39.39 AM.png

        • 1. Re: How Do I Use An Update Block To Override The Default Owner Team
          AnthonyDowns Specialist

          What you have presented should do exactly what you are trying to do, assuming the If block evaluates true. The service request will still go to the Service Desk at creation but should be moved to the correct team almost instantly.

           

          An easy way to test it would be to make the workflow simple. Start -> Update -> Stop

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          • 2. Re: How Do I Use An Update Block To Override The Default Owner Team
            JamesRogers Rookie

            Anthony, you were correct that setting the Team field to CIO should work. I failed to mention that I had also set status to Active, which was the problem.  An active SR requires an owner. Active can only be assigned if an owner is also assigned in the same block (or has already been assigned in a previous block). I removed Active and the change to CIO worked as you indicated it would. This solution was preferred because I did not want to specify an owner. If I had wanted to specify an owner I could have done so in the same Update block and Active would have been applied.