Thread: Updating IM tickets in Get-Services 4.0.1

Hello,

I'm loosing a few hairs about this one. I have installed Get-Services on a Windows platform with a typical installation.
I've did some basic modifications through the webinterface and created an user in SC 5.0.3. with the role of IT employee. So far so good. I can log in with this user ID and do updates on tickets that are assigned to me. The problem is when I submit the changes the ticket gets unassigned. In the activities of the ticked I see that 3 activies have been done with this one upgrade:
1°) Update from Customer with blank description.
2°) Status Change with description Problem Status Change to Reassigned from Work in progress
3°) Assignment with blank description
The Status in the Call changes from Work in progress to Reassigned and the assignee name is set to blank.

At first I thought this was done by a Format Control but the I can't find out what FC is being used to begin with. I found out that the Update from Customer activity is set in the event mapping but where it clears the assignee name and changes the Status I don't know. Does somebody have similar experiences?

Thx,
Geert

A brand new day and I found the problem
The format control is the one used for updating incidents for that category.
There I had a few rules stating that the status should be set to Reassigned when the assignment group was differrent at update and in the same time the assignee name was cleaned. For some reason that I have to investigate further the assignement group is considered as changed even if it is still the same when I update via Get-Services. I added in the FC the condition 'and gui()' to the calculations and it seems to work now.