0000814: Auto assign of incidents, assigns to people with no skills, and who are not accepting:on holiday

Notes
(0001441) ivan (administrator) 2009-07-27 13:14	Hi Nico, Thanks for the bug report. This is a blocking bug if incidents are assigned to user accounts that have been disabled. I'll try reproduce this. The criteria for auto-assign is listed on the wiki page here http://sitracker.org/wiki/Auto_assign [^]

(0001444) ivan (administrator) 2009-07-27 14:24	As I understand it there are 3 issues reported here: a) Auto-assign to users with no appropriate skills b) Auto-assign to users who are not accepting (e.g. on holiday) c) Auto-assign to users who's accounts are disabled In turn: a) This is by design, please refer to http://sitracker.org/wiki/Auto_assign [^] - users with skills are preferred, but users without skills are not excluded. b) It does appear to be possible in some cases for auto-assign to assign to a user who is marked "not accepting". c) I can't see anywhere that would allow an incident to go to an account that is disabled, I'm not convinced that is possible. At least not with the current code. d) Additionally while looking into this I discovered an issue that might arise if auto-assign could not find a suitable user to assign to, (e.g. nobody was accepting) the incident might be assigned to nobody (shown as SiT!). I'll log the two related bugs (b&d), but I'll need more information to be able to get to the issue of auto-assigning to disabled accounts.

(0001447) nicdev (developer) 2009-07-28 13:35	Hi Ivan, I ran some tests and i think i found the issue but i am not sure yet why ... I found that i had a few incidents where the "software" was "unknown" and it seems it were these ones, that were assigned to disabled accounts or users out of office and with no skill.... I am not sure why the "software" was not set on these incidents, but it seems to work well as long as there is a "software"... to reproduce it i made a quick script to run the function "suggest_reassign_userid"(), and i used an incident where the software was not set (or set to 0) and it fails...

(0001448) ivan (administrator) 2009-07-28 14:23	Thanks, can you attach your script here. I'll take a look when I have time. Busy this afternoon, but should find time tonight hopefully.

(0001450) kieran (administrator) 2009-07-28 14:48 edited on: 2009-07-28 14:50	I did the following: * Created two users, one disabled * Created four incidents, one with no product, software or maintenance set * Ran: for ($i = 0; $i < 10000; $i++) { $user = suggest_reassign_userid(1); if ($user != 1) echo $user."\n"; } I couldn't get it to assign to anyone but user 1. Could you download the latest version of the code (http://sitracker.svn.sourceforge.net/viewvc/sitracker/trunk/lib/incident.inc.php?revision=5444&view=markup [^]) and diff it with your version, the code starts at line 225.

(0001452) nicdev (developer) 2009-07-29 10:35	Hi Kieran/Ivan, I have put the latest revision of incident.inc.php into our test server and all is ok. No more reassignment to anyone that is not in the office, or not accepting... i must admit that even though it turned out to be a bug it only came to light because i made a mistake in our plugin "auto_create" that creates case directly out of the inbound script based on keywords (i missed an elseif and i had some cases with no software set). but in the end it worked out ok, as it was a bug, and now it is fixed. Thanks for the rapid response, and the quick fix. i think you can close this one. i tested with about 30 mails (with our plugin and without it) and the results are 100% correct. Cheers

(0001453) ivan (administrator) 2009-07-29 11:42	Thanks Nicdev

(0001689) ivan (administrator) 2009-08-16 14:39	Released in 3.50rc1

Issue History
Date Modified	Username	Field	Change
2009-07-27 12:24	nicdev	New Issue
2009-07-27 13:14	ivan	Note Added: 0001441
2009-07-27 13:14	ivan	Severity	major => block
2009-07-27 14:24	ivan	Note Added: 0001444
2009-07-27 14:24	ivan	Reproducibility	sometimes => unable to reproduce
2009-07-27 14:24	ivan	Status	new => acknowledged
2009-07-27 14:26	ivan	Relationship added	parent of 0000815
2009-07-27 14:27	ivan	Relationship added	parent of 0000816
2009-07-28 13:35	nicdev	Note Added: 0001447
2009-07-28 14:23	ivan	Note Added: 0001448
2009-07-28 14:48	kieran	Note Added: 0001450
2009-07-28 14:50	kieran	Note Edited: 0001450
2009-07-28 19:43	ivan	Status	acknowledged => feedback
2009-07-29 10:35	nicdev	Note Added: 0001452
2009-07-29 11:42	ivan	Note Added: 0001453
2009-07-29 11:42	ivan	Assigned To	=> ivan
2009-07-29 11:42	ivan	Status	feedback => resolved
2009-07-29 11:42	ivan	Resolution	open => fixed
2009-07-29 11:42	ivan	Fixed in Version	=> Current SVN
2009-07-29 11:42	ivan	Target Version	=> 3.50
2009-08-16 13:15	ivan	Fixed in Version	Current SVN => 3.50
2009-08-16 14:39	ivan	Note Added: 0001689
2009-08-16 14:39	ivan	Status	resolved => closed