I am trying to add the Assigned to Group field to the New Request form.

I have created an active link that has the following values:

Menu/Row Choice is selected and the Field is Summary

The Run If is 'Description' != $NULL$

The If Action is a Set Field, it is reading the value from the SHR:ConsolidatedList, the Set Field if is $Category$ = 'Category', If No request Match it is to display "No Match Error', If Multiple Request Match it is to use the first matching request. The field Assigned to Group+ is set to have a value of Assigned to Group+.

In the configuration manager I have given the group Consultant Staff the group skill for all categories of Information.

The problem I am having is that if I select the Summary of Information Consultant Purchase, the assigned to group on the new request form is populated, (the Category is Information and the Type and Item is Consultant Purchase). However, if I select the summary of Information MSCA, (the category is Information and the Type and Item is MSCA), the Assigned to Group on the new request form is not populated. If I go into the incident created for the MSCA the group of Consultant Staff has been assigned to the incident.

Does anyone have any ideas of what I am doing wrong?

We are on Help Desk 4.0.3, Oracle 8.1.7.0.0 and ARS 4.05.02.

Thanks

Jan Smith
Help Desk Analyst
Indiana State University
Terre Haute, Indiana
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu