System updates the state from "In Use" to "On Order" and clears the "Assigned To" field.

[jgangann]

We are currently facing an issue related to the "Assigned To" field being cleared on the Computer table. Users are sending data through attachments via email, which includes the SCTASK number. We have a transform script that picks the user details (from the "Requested For" field) and loads them into the Computer table. After investigating various areas like Transform Maps, Inbound Email Actions, and Business Rules, we discovered that the issue is tied to lifecycle changes.

Here’s a summary of our findings:

1. Inbound Email Actions:

• Various inbound email actions have been checked and are not directly causing the issue.

2. Catalog Item and associated workflow:

• Catalog Item workflows were reviewed and seem to be functioning as expected.

3. Transform Map:

• A Transform Map that updates the computer table was investigated, and we reviewed the relevant Data Sources.

We observed that when the system updates the Status from "In Use" to "On Order," a business rule named "Clear Assigned To on Update" is triggered. This rule clears the "Assigned To" field when the state is "On Order," "In Transit," or "In Stock."

Moreover, when a new record is manually created on the Computer table, an info message appears after submission indicating that the "Assigned To" value has been cleared on the Asset table. However, the "Assigned To" field on the Computer table remains unaffected, while the Lifecycle Stage and Lifecycle Stage Status are updated to align with the Asset table's values, as per the defined mappings.

A colleague confirmed that this issue stems from lifecycle changes. Using the Script Tracer, we identified a Script Include related to lifecycle changes that updates the state from "In Use" to "On Order."

Could you kindly provide suggestions on how we should proceed to resolve this issue?

Thank you for your help!