SiT! Bugs

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IDProjectCategoryView StatusDate SubmittedLast Update
0001307SiT!templatespublic2010-04-28 16:052010-05-20 10:44
Assigned To 
PlatformWindowsOSWindowsOS VersionXP+Later
Product Version 
Target VersionFixed in Version 
Summary0001307: Different Owner Name in the email when customer adds an incident
DescriptionWhen 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
TagsNo tags attached.
Attached Filespdf file icon EMAIL INCIDENT CREATED USER.pdf [^] (105,533 bytes) 2010-05-20 10:44

- Relationships

-  Notes
User avatar (0003118)
paulh (administrator)
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)

rajani (reporter)
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.
User avatar (0003134)
kieran (administrator)
2010-05-03 20:29

Without checking, the portal trigger might fire before the incident is reassigned, that'd probably do it.

- Issue History
Date Modified Username Field Change
2010-04-28 16:05 rajani New Issue
2010-04-28 16:05 rajani File Added: EMAIL INCIDENT CREATED USER.doc
2010-04-29 19:58 paulh Note Added: 0003118
2010-04-29 19:58 paulh Status new => feedback
2010-04-30 13:58 kieran Priority immediate => normal
2010-04-30 13:58 kieran Severity major => minor
2010-05-03 17:47 rajani Note Added: 0003130
2010-05-03 17:47 rajani Status feedback => new
2010-05-03 20:29 kieran Note Added: 0003134
2010-05-20 10:44 ivan File Added: EMAIL INCIDENT CREATED USER.pdf
2010-05-20 10:44 ivan File Deleted: EMAIL INCIDENT CREATED USER.doc

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