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Topic

    Erlin Garcia
    Assign incidents manually
    Topic posted January 10, 2019 by Erlin GarciaRed Ribbon: 250+ Points 
    59 Views, 8 Comments
    Title:
    Assign incidents manually
    Summary:
    the assigned analyst is changed but the change is not saved, another is automatically placed
    Content:

     

    Good Morning,
    
    By manually changing the assigned analyst in an incident, the analyst automatically changes and places another analyst, does not save the analyst change that is made.
    
    Is this something typical of the workspace? of the field? or is it necessary to make a rule to handle the analyst change when it is done manually?
     
    
    
    
    look at this video, it's an example
    
    https://www.screencast.com/t/xKdqltTuqKtH
    
    Thanks for your suggestions.
    

    Comment

     

    • Sebastiaan Draaisma

      Hi Erlin.

      This is normal behavior. A change on the workspace is not automatically saved.
      You are however able to do this with a workspace rule.

    • Sebastiaan Draaisma

      On a related side note I would like to mention that when deciding to use a save command in a workspace rule, make sure you have Send on save not enabled by default.

    • Erlin Garcia
      Good Morning,
      
      thanks for your support. Excuse the screens in Spanish, I hope it's not a problem.
      
      I made the changes but it's still happening:
      
      https://www.screencast.com/t/EQT0wbBr2
      
      https://www.screencast.com/t/NWslAuJMSBw
      
      https://www.screencast.com/t/VCEtcW5D
      
      https://www.screencast.com/t/PC8ceIaYXcgR
      
      Will I be missing a step?
      
      First time this happens to me.
      
    • Sebastiaan Draaisma

      No problem I used google translate :-D

      Your settings are correct. If it's not working for you, make sure the profile you are testing with has the newly changed workspace for incidents specified. Also, close any open incident that may have been opened in the old workspace and re-open the incident.

    • Erlin Garcia

       

      I'm going to add a video to see if I can explain myself better. The incident is assigned to Hannia, I change it to Albin (for example) and it is placed to Ingrid ............ and all this before saving. I can make the change to different analysts and enter that cycle ...... https://www.screencast.com/t/5i6TgCdzFOc

    • Sebastiaan Draaisma

      Thanks for the video. This behavior is very common when having a conflicting workspace rule. Have only the rule active that I showed you and disable all other rules and save your workspace and test again. You will most likely see it working correctly then. After that identify the conflicting rule and make the adjustment. It is probably something with accounts that are excluded and included from a list through a rule.

    • Erlin Garcia

      Thanks for your guidance.

      I think part of the problem is what you tell me, that some rule excludes other analysts.

      This could be affecting true?

      https://www.screencast.com/t/AW2n4ZpOT37v

      Thank you.

    • Sebastiaan Draaisma

      Yes, that could definately affect as that rule checks if the assigned mailbox equals @custhelp.com and then assigns it to a queue and assignes the incident to a specific person (Monica)

      When you perform a save in the workspace and match the condition in the business rule it will get changed by the business rule. I see your business rules only have 1 state, if you would to create an aditional state "In progress" and from your initial state transfer the incident to the in Progress state it will only run the Initial state when it's a new incident and not over again. You could disable your business rule and save the change and than test again to see if this rule is the one resonsible for the behavior you see.