Trusted Contributor.
Trusted Contributor.

Issue with operator mapping to assignment group

Hi All,

Facing some strange issue with the assignment groups, below is the scenario
ex: group name is HELPDESK L1 Team and i have mapped user A, B, C to this L1 group.
if go to A and click on save in operator record, operator A is automatically getting removed from HELPDESK L1 Team, this is happening randomly. if we remove add multiple tiles some how it is taking affect. Not really sure what is the issue, we have disabled the trigger with name "trigger.operator.groups.update" trigger the impact is reduced, but not fixed completely.
it is observed that if operator logs on to the system also it is getting removed from assignment group, not very sure.

Raised a product support case but no luck yet!!


1 Reply
Knowledge Partner
Knowledge Partner

Reproduce the issue with the rtm:5 enabled and post it here.
To generate a cleaner log, do like that. Access SM with one user that you can reproduce the issue, go to the operator form and do whatever you need to do to reproduce the error but don't save it. Open another session with some sysadmin, go to system status, find the user you are reproducing the issue, type S and execute, enable dynamic debug with parameter rtm:5;
After reproduce the issue (just after the save) disconnect from SM and post here the log.
Breno Abreu

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