Problem with Business Rules
I setup the following two business rules, in this order:
"Sub-Cat Password Reset"
- IF Sub-category = 'password reset' THEN ASSIGN to 'Security Group'
"User Admin Category"
- IF Category = 'User administration' THEN Assign to 'Network Group'
The intention is that if a MORE specific description of the problem is giving, which includes the designation of a sub-category, then assign it to a DIFFERENT group than if JUST "User Administration" is selected. Don't forget, "Password Reset" is a Sub-Category of the Category, "User Administration".
I tested submitting a form both as an Administrator and logged in as a User, and both of these tests resulted in my request being assigned to the HELPDESK group, which isn't part of my business rules. The HELPDESK group is configured as the default group within the Request Default Values. Neither one of the business rules were able to over ride the DEFAULT value.
If a business rule exists, the DEFAULT should not be used! That's why it's the default...if no other, more specific configuration or manual selection, is present. I imagine that if I remove the configuration where the HELPDESK group is the default, my tests would properly assign these requests to the appropriate group, per my business rules.
But, I shouldn't have to do that. The DEFAULT configurations should only take effect if Business Rules don't override them.
"Sub-Cat Password Reset"
- IF Sub-category = 'password reset' THEN ASSIGN to 'Security Group'
"User Admin Category"
- IF Category = 'User administration' THEN Assign to 'Network Group'
The intention is that if a MORE specific description of the problem is giving, which includes the designation of a sub-category, then assign it to a DIFFERENT group than if JUST "User Administration" is selected. Don't forget, "Password Reset" is a Sub-Category of the Category, "User Administration".
I tested submitting a form both as an Administrator and logged in as a User, and both of these tests resulted in my request being assigned to the HELPDESK group, which isn't part of my business rules. The HELPDESK group is configured as the default group within the Request Default Values. Neither one of the business rules were able to over ride the DEFAULT value.
If a business rule exists, the DEFAULT should not be used! That's why it's the default...if no other, more specific configuration or manual selection, is present. I imagine that if I remove the configuration where the HELPDESK group is the default, my tests would properly assign these requests to the appropriate group, per my business rules.
But, I shouldn't have to do that. The DEFAULT configurations should only take effect if Business Rules don't override them.