hI aNKUR,
THE SCRIPT IN RECORD PROUDUCER AS BELOW
producer.redirect = "/sp?sys_id="+ current.sys_id+ "&view=ess&id=form&table=incident";
var isMobile = GlideMobileExtensions.getDeviceType() == 'm';
var link = isMobile ? '#/!list/incident/q:active=true%5Ecaller_id=javascript:gs.user_id()%5EEQ' : 'home.do';
var linkLbl = isMobile ? "List" : "Homepage";
var br = '<br/>';
var linkURL = '<a href="' + link + '">' + gs.getMessage(linkLbl) + '</a>';
var msgArgs = [br, linkURL];
var info = "Incident is created{0}IT department will contact you if they need any further information";
gs.addInfoMessage(gs.getMessage(info,msgArgs));
current.contact_type = 'Web Portal';
current.caller_id = producer.caller_id;
current.description = producer.description;
current.u_seat_number = producer.Seat_Number;
current.u_project_name = producer.Project_Name;
current.u_mb = '('+producer.Country_Code+') ' + producer.Mobile_Phone;
if (producer.short_description.length > 80)
current.short_description = producer.short_description.substring(0, 79);
else
current.short_description = producer.short_description;
if(producer.u_incident_type == 'Security incident')
{
current.assignment_group = 'f30a9211dbf14f0058bcb34ffe9619ef'; // Security Allocation Group
}
else
{
if(producer.caller_id.company == 'fcc87ebfdbfa220058bcb34ffe961932') //ABC Technologies Limited
{
//gs.addInfoMessage("condition usa....................."+producer.location.country);
if(producer.location.country =='USA'|| producer.location.country =='US'||producer.location.country=='United States')
{ //gs.log("inside usa....................."+ producer.location.state);
if(producer.location.state == "Georgia")
{
//current.assignment_group.setDisplayValue("IT Operations – Augusta");
current.assignment_group = '85666801db0fc3006470547adc9619fd';
}
else
{
current.assignment_group = '6b7e532adb1f320058bcb34ffe9619aa'; //IT Operations - USA
}
}
else if(producer.location.country =='Spain')
{
current.assignment_group = 'e77f1f6adb1f320058bcb34ffe9619b5'; //IT Operations - Spain
}
else if (producer.location.country == "United Kingdom")
{
//current.assignment_group.setDisplayValue("IT Operations – UK");
current.assignment_group = '5ee4b63fdb80030058bcb34ffe9619fa';
}
else
current.assignment_group = '1df82d86db1772803eb17e400f96191c'; // IT Operations - Service Desk
}
}
if(producer.caller_id.company != 'fcc87ebfdbfa220058bcb34ffe961932') //Not ABC Technologies Limited
{
current.assignment_group = '74b00772db48a6003eb17e400f961927'; //SS_Service Desk'
}
if(producer.caller_id.company == '7fffd638dbb1e6003eb17e400f9619bd') //AA
{
current.assignment_group = '8ccd41bfdb9be20058bcb34ffe961992'; //Service Desk'
}
Here it is saying as if the caller is not of ABC tech ltd ,then the assignment group will be SS_Service_Desk.
But i checked one user record, who belongs to ABC tech ltd, the incident is going to "ss service desk".
For your question as below
right click on context menu on incident record and check history calendar; it will show how many updates happened on that record
When end user creates record, it is auto assigning to one service desk people. so no need to check for update because i tested it from my end. it goes to "It Operation Service Desk" .
The record producer code for both the dev instance and prod instance is same.
Regards,
Manmath
