business rule action "place in group" does not work
Hi there,
I got one business rule, the rule is defined as follows:
criteria:
if cathegory is "test"
actions:
place in group testgroup
I got one site and one department, testgroup is a a support group.
testuser logs in the webgui and uses the default template for file the request, selecting the test category.
I noticed that the rules is fired because I get notified when the rule is executed.
When I go as administrator to the request tab, I can see the request just opened and I can see the desidered category, but it's not assigned to testgroup. I need to assign to the group manually.
This behaviour happens even if the testuser is assigned to department/site, or if testuser is assigned to "any site", so with an empty department.
If I change the action of the business rule to other action (set level, as an example) the rule works..
My SDP version is 8.1.0 buold 8110.
The idea behind this rule is that we got groups of 4-5 technicians for every "category/subcategory" of issues. I need that when the requester chooses the category, the request will be assigned to the right support group and the support group need to be notified (the notification works correctly).
It's supposed that the requester uses the web form of servicedesk to file in the requests.
What I'm missing?
thanks in advance
I got one business rule, the rule is defined as follows:
criteria:
if cathegory is "test"
actions:
place in group testgroup
I got one site and one department, testgroup is a a support group.
testuser logs in the webgui and uses the default template for file the request, selecting the test category.
I noticed that the rules is fired because I get notified when the rule is executed.
When I go as administrator to the request tab, I can see the request just opened and I can see the desidered category, but it's not assigned to testgroup. I need to assign to the group manually.
This behaviour happens even if the testuser is assigned to department/site, or if testuser is assigned to "any site", so with an empty department.
If I change the action of the business rule to other action (set level, as an example) the rule works..
My SDP version is 8.1.0 buold 8110.
The idea behind this rule is that we got groups of 4-5 technicians for every "category/subcategory" of issues. I need that when the requester chooses the category, the request will be assigned to the right support group and the support group need to be notified (the notification works correctly).
It's supposed that the requester uses the web form of servicedesk to file in the requests.
What I'm missing?
thanks in advance