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Escalation from SD to IM in 9.32 PDP

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Advisor

Escalation from SD to IM in 9.32 PDP

Dears,

 

when escalating an interaction to incident the assignment group gets populated with the business service's config. admin group and no the affected CI .. And idea how to change this behavior?

 

Thanks a lot.

2 REPLIES
Honored Contributor Honored Contributor

Re: Escalation from SD to IM in 9.32 PDP

[ Edited ]

It's called from the screlate.incident.problem link record link line detail expressions (this record determines what fields are copied to the Incident from the Interaction at escalation):

assignment in $L.related=jscall("sdUtil.popCIAssignment", $L.primary)

 

function popCIAssignment(interaction)
{
var assignment = null;
if(interaction.category=="incident")
{
var device = new SCFile("device");
var sql = "logical.name=\""+interaction['affected.item']+"\"";
device.doSelect( sql );
assignment= device.assignment;
}
else
{
assignment = vars['$lo.home.assignment']; 
}
//validate the assignment
if (assignment!=null)
{
var fAssignment= new SCFile("assignment");
var RC = fAssignment.doSelect("name=\""+assignment+"\"");
if (RC!=RC_SUCCESS)
{
assignment=null;
}
}
return assignment;
}

 You could call a different tailored function from the link record or modify the script directly so that if Configuration Item is specified, it uses the ConfigAdminGroup from that CI instead of from the Service. 

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Advisor

Re: Escalation from SD to IM in 9.32 PDP

OK can you please help me with modifying the script

?