How to assign incidents depend upon the user location?

[gokulraj]

Hi all,

  I have a requirement to assign the assignment group automatically for all incidents depends on the user location.I need a script for this.Please, suggest   your ideas.

[suvro]

Hi Gokulraj,

Please let me know the following :

1. In your location and group tables, the assignment group and location   fields are reference fields or string fields

2. Show me your code.

Regards,

Chandra

[gokulraj]

Hi Chandra Suvro Bose

That is a reference field and that is my code,I was able to get the location and assignment group but not able to set the assignment group.

[suvro]

Hi Gokulraj,

Few observations:

1. I see both the fields are string type in the location and group tables

2. In addQuery line you should write u_location and not location. So your code does not execute the if

3. Do not use setValue in a business rule, it is a client side function, use current.assignment_group = group;

4. Since your assignment group is a string field and assignment group in incident form is reference field , there is a type mismatch while assignment.

Please fix the above points and let me know the result.

Regards,

Chandra

[gokulraj]

Hey Chandra Suvro Bose

I had tried this,my If part is not executing.

[suvro]

Check two things:

1. whether the caller has any location   ?

2. show me the record in location and groups table which is being used to lookup