This article contains important information about the eTASK.Serviceticket workflow.
When a user creates a service ticket, the system determines which service group the service ticket is assigned to based on the following criteria:
The category of the service ticket
The building for which the service ticket was created, which may be determined by the user’s room assignment.
Note: If a user is assigned to multiple workstations or rooms in different buildings, the room assignment found first is used. If the service ticket is to be assigned to a different building, the user must select an alternative building when creating the service ticket.
For successful assignment, a responsibility must be defined in the service category. If the responsibility for the selected service category is not defined, the workflow’s administration group receives the corresponding emails. This ensures that group members are informed that the responsibility is missing, and no service ticket is lost.
Note: Additionally, it is a prerequisite that the configuration parameters PREFILLUSERCOSTCENTER and PREFILLUSERROOM are enabled (i.e., set to the value 1). More information on using configuration parameters is available here.