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We are running ARS 5.1.2 and Help Desk 5.5. We are going to be rolling out the Requester application to the web. We want all requests submitted from the Requester app to be assigned automatically to a specific group. What are some methods we can use to bypass Auto-assignment in this one case? We have very few customizations, and none that should affect this process. Our requesters will be logging in as guest users.

Thanks for any help you can provide!

This posting was submitted via the Web interface
Tiffany Alexander
Remedy Administrator
TiffanyAlexander@firsthealth.com

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There is one filter that calls the Auto-Assignment Filter Guide it is RSM:ASN-SubmitAutoAssigmentCG (execution 569) This filter has no run if qualification so it runs everytime on a Submit – so you can either change the run if or have an earlier filter set the assigned to Group based on the submitter of Guest. Because the filter Guide will not set an assigned to Group if there is already one in the field. Hope this helps.



Doug Tanner

President / CEO

Ultimate Workflow Integration Partners

RAC / Remedy Instructor

704-947-0741

704-947-0781 (Fax)



DISCLAIMER: The information contained in this message may be privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient, an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting it from your computer.





-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Tiffany Alexander
Sent: Tuesday, December 30, 2003 6:51 PM
To: ARSLIST@ARSLIST.ORG
Subject: Bypassing Auto-Assignment



We are running ARS 5.1.2 and Help Desk 5.5. We are going to be rolling out the Requester application to the web. We want all requests submitted from the Requester app to be assigned automatically to a specific group. What are some methods we can use to bypass Auto-assignment in this one case? We have very few customizations, and none that should affect this process. Our requesters will be logging in as guest users.



Thanks for any help you can provide!



This posting was submitted via the Web interface

Tiffany Alexander
Remedy Administrator
TiffanyAlexander@firsthealth.com

This posting was submitted via the Web interface

**
I had the exact same issue when we implemented HelpDesk 5.5, I created a filter that fires at a earlier execution order (400) than the RSM:ASN-SubmitAutoAssignmentCG filter that Doug mentioned. This filter does a set fields action that places the group I want into the Group Assigned + field. It seems to work fine for us, it was originally built as a "catch all" since we assign tickets to groups manually in case someone forgot to place a group in the Group Assigned + field when they saved the ticket, it would place the group I want into the desired field. It is pretty quick fix, and I haven't had any problems with it so far.

Kyle

Doug Tanner wrote:


**
**

There is one filter that calls the Auto-Assignment Filter Guide it is RSM:ASN-SubmitAutoAssigmentCG (execution 569) This filter has no run if qualification so it runs everytime on a Submit – so you can either change the run if or have an earlier filter set the assigned to Group based on the submitter of Guest. Because the filter Guide will not set an assigned to Group if there is already one in the field. Hope this helps.



Doug Tanner

President / CEO

Ultimate Workflow Integration Partners

RAC / Remedy Instructor

704-947-0741

704-947-0781 (Fax)



DISCLAIMER: The information contained in this message may be privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient, an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting it from your computer.





-----Original Message-----
From: Action Request System discussion list(ARSList) [ mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Tiffany Alexander
Sent: Tuesday, December 30, 2003 6:51 PM
To: ARSLIST@ARSLIST.ORG
Subject: Bypassing Auto-Assignment



We are running ARS 5.1.2 and Help Desk 5.5. We are going to be rolling out the Requester application to the web. We want all requests submitted from the Requester app to be assigned automatically to a specific group. What are some methods we can use to bypass Auto-assignment in this one case? We have very few customizations, and none that should affect this process. Our requesters will be logging in as guest users.



Thanks for any help you can provide!



This posting was submitted via the Web interface

Tiffany Alexander
Remedy Administrator
TiffanyAlexander@firsthealth.com

This posting was submitted via the Web interface


--
Kyle Whitley

This posting was submitted via the Web interface