Technician Auto-Assign vs. Business Rule
If you have selected the option All requests
under Tech Auto-assign then even if the Business rule sets a technician, tech auto-assign will reset the technician value.
However, when Tech Auto-assign is set as an Unassigned request, Technician Auto-assign will get applied after the Business rule. Since the Business rule has not set the technician for a request, tech auto-assign will set the technician for that request.
Business Rule is not working
There are a few configurations that need to be checked for business rules. 1. Account/Site Check the request Account & Site, Now, go to Admin>Business Rules>Filter the Account & Site and make sure the Business Rules is created for the same 2. Rule ...
Script to Auto update Technician Field as Logged in User (Technician)
1. Navigate to Admin >> Incident template >> Field and Form Rule Tab * Update the script under Form Submit ->Execute Script: $CS.setText("TECHNICIAN",sdp_user.USERNAME);
Asset auto assign fails
When trying to auto assign Owner for assets if it shows failed for all assets with screen shot like shown below, As you can see from the above screen shot that the Suggested Owner field is Empty for all assets. In such cases, you can observe the ...
Script to Auto merge requests with same subject
Use case: Too many alerts for the same reason from a machine keeps generating multiple tickets in SDP MSP. You can use the below script to auto-merge the requests in the application. The Merged tickets description will be added as a note to the ...
Query to track technician activity on tickets
Use case: This query will help you find what are all activities that the technicians have done on requests other than the assigned ones SELECT au.first_name "Technician" ,wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE ...