SiT! Bugs - SiT!
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0001307SiT!templatespublic2010-04-28 16:052010-05-20 10:44
0001307: Different Owner Name in the email when customer adds an incident
When customer adds an incident,using EMAIL-INCIDENT-CREATED-USER trigger,an email is sent out,but the owner name appearing in the email is not the appropriate name.

Instead of ownername ,we are getting Apllication shortcut name.

There is no problem with the ownername when the incident is added by administrator on behalf of the customer
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pdf EMAIL INCIDENT CREATED USER.pdf (105,533) 2010-05-20 10:44
Issue History
2010-04-28 16:05rajaniNew Issue
2010-04-28 16:05rajaniFile Added: EMAIL INCIDENT CREATED USER.doc
2010-04-29 19:58paulhNote Added: 0003118
2010-04-29 19:58paulhStatusnew => feedback
2010-04-30 13:58kieranPriorityimmediate => normal
2010-04-30 13:58kieranSeveritymajor => minor
2010-05-03 17:47rajaniNote Added: 0003130
2010-05-03 17:47rajaniStatusfeedback => new
2010-05-03 20:29kieranNote Added: 0003134
2010-05-20 10:44ivanFile Added: EMAIL INCIDENT CREATED USER.pdf
2010-05-20 10:44ivanFile Deleted: EMAIL INCIDENT CREATED USER.doc

2010-04-29 19:58   
Hi Rajani,

When you say user create am I correct in understanding the user created this in the portal?

If this is the case and you have auto_asign_incidents set to off (false) then this is working correctly as the incident gets put into a generic 'SiT' queue until its assigned hence when the email goes out it s still assigned to user 0 (the application)

2010-05-03 17:47   
Hi Paul.
Thanks for the immediate response and sorry for the late reply.

Yes,you are correct in understanding that the user created this in the portal
and auto_asign_incidents is set to true ,because whenever customer adds an incident, its getting randomly assigned to one of the engineer(we are not manually assigning it).

So please suggest me what to do.
2010-05-03 20:29   
Without checking, the portal trigger might fire before the incident is reassigned, that'd probably do it.