0000604: Customer contact creating incident on portal against contract with limited incident pool not being charged to contract

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Project

Category

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Date Submitted

Last Update

0000604

SiT!

portal

public

2009-03-25 14:58

2010-03-27 12:30

Reporter

timfederwitz

Assigned To

paulh

Priority

normal

Severity

minor

Reproducibility

always

Status

closed

Resolution

fixed

Platform

OS Version

Product Version

3.45

Target Version

3.60 LTS

Fixed in Version

3.60 LTS

Summary

0000604: Customer contact creating incident on portal against contract with limited incident pool not being charged to contract

Description

Sorry for the long title... wasn't sure how to shorten it and still make sense. ;-)

The scenario is this:
Customer contact logs into portal and creates an incident. They are able to choose a contract with a limited pool on incidents and create the incident against it. However, the incident is never charged against the pool, so the number of available incidents does not decrease.

I also tried logging in as a user and tried to figure out a way to get the incidents to charge to the pool, but couldn't find a way.

Additional Information

The workaround I am using for this is to open a separate incident, logged in as a user, against the contract, which DOES charge to the pool, and then relate the new incident to the original that the customer contact opened (providing a round about history).

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Notes
(0002389) ivan (administrator) 2010-02-20 10:13	Hi Tim, Thanks for reporting this, sorry it took so long to get around to checking it out!!! I've just tried this with v3.51 and I can confirm that it's still an issue.

(0002584) paulh (administrator) 2010-03-02 18:01	Reported in forums http://sitracker.org/forum/viewtopic.php?f=4&t=1417019&p=2481#p2481 [^]

(0002604) paulh (administrator) 2010-03-05 19:51	svn 3.x r6197 resolves and http://gitorious.org/sit/sit/commit/15da88dda786b6d36ea924c134de92d64df17c89 [^] in sit resolve this

Issue History
Date Modified	Username	Field	Change
2009-03-25 14:58	timfederwitz	New Issue
2010-02-20 10:13	ivan	Note Added: 0002389
2010-02-20 10:13	ivan	Status	new => confirmed
2010-03-02 18:01	paulh	Note Added: 0002584
2010-03-02 18:01	paulh	Target Version	=> 3.60 LTS
2010-03-03 13:36	paulh	Status	confirmed => assigned
2010-03-03 13:36	paulh	Assigned To	=> paulh
2010-03-05 19:51	paulh	Note Added: 0002604
2010-03-05 19:51	paulh	Status	assigned => resolved
2010-03-05 19:51	paulh	Resolution	open => fixed
2010-03-27 11:16	ivan	Fixed in Version	=> 3.60 LTS
2010-03-27 12:30	ivan	Status	resolved => closed