Assigned to is Inactive

[radt]

Hello all,

I have a case where If we select a particular group it is getting assigned automatically to the groups manager in assinged_to section but the Manager is not Active. We want to add that group to assignment group but we dont want Inactive manager to auto assign to that assigned_to field. How to achieve this?

@Ankur Bawiskar 

TIA 🙂

[radt]

These are Matching rules. Not Business rules. I felt they are related to the issue so mentioned this in our conversation. I dont specifically see any BR or Client script for them. I will re-check again.

[radt]

There is a client script :  Auto Fill Assigned To field

Which is with OnChange of : Assignment group field:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
if (isLoading || newValue === '') {
return;
}
ScriptLoader.getScripts('sn_hr_core.utils_ui.jsdbx', function(){
getGlideRecord('sys_user_group',newValue , setAssignTo);
});

function setAssignTo(group){
if (group)
g_form.setValue('assigned_to', group.manager);
}

}

 If we have such Client script do manager gets assigned even if he is not active ??

[Ankur Bawiskar]

@radt 

Did you identify which script is doing that?

Possibly once you identify that you can decide which active group member you need to add

Also please check with your customer do you really want to assign that case directly to some user since usually agents belonging to that group pick the task/case on their own

[radt]

There is a client script :  Auto Fill Assigned To field

Which is with OnChange of : Assignment group field:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
if (isLoading || newValue === '') {
return;
}
ScriptLoader.getScripts('sn_hr_core.utils_ui.jsdbx', function(){
getGlideRecord('sys_user_group',newValue , setAssignTo);
});

function setAssignTo(group){
if (group)
g_form.setValue('assigned_to', group.manager);
}

}

I see this is the one which is doing this. If we have such Client script do manager gets assigned even if he is not active ??

[SatyakiBose]

Hello @radt 

I see that the script loader mentioned here - sn_hr_core.utils_ui.jsdbx is not exposed to customers or admins.

Am assuming this needs to be fixed in the script loader.

I would recommend creating a case with support, and getting more clarity as to if there is any condition added in the script to check for inactive users set as managers for groups.

I however have a question for you:

If an user is inactive in the system, shouldn't all dependencies be removed where this user id is used?

Are more importantly in situations like this, where the user is an assignment group manager, or in other cases, the user could be a supervisor or manager to anothe user.