Environment
Novell Service Desk 7.x NSD Operations
Situation
- A custom Team has been created and associated with custom workflow
- An Item has been created and assigned the same custom workflow
- A new Incident or Request created for this Item doesn't get assigned to the custom Team
The following or similar may be seen in LiveTime.log:
ERROR:
Process default workflow is not valid (undefined or doesn't have a support team) in the SLA: Warranty, attempting to locate a workflow for the SLA.
Resolution
Remove the SLA from the Customer
or the Customer's Organizational Unit.
For the Customer, this is configured in: User > User > Customer > [customer name] > Contracts
For the Organizational Unit, this is configured in: User > User > Organizational Units > [org unit name] > Contracts
For the Customer, this is configured in: User > User > Customer > [customer name] > Contracts
For the Organizational Unit, this is configured in: User > User > Organizational Units > [org unit name] > Contracts
Additional Information
The Team is selected based on SLA
and workflow.
The SLA will be picked up in the following order: Customer > Organizational Unit > Item.
If an SLA is found, the system will find the Team that supports the SLA's associated workflow in following order: Item > Item Type > Default Team > Any Team > Default Team (in case no team is found so far).
Please see Working on Requests for more information.
The SLA will be picked up in the following order: Customer > Organizational Unit > Item.
If an SLA is found, the system will find the Team that supports the SLA's associated workflow in following order: Item > Item Type > Default Team > Any Team > Default Team (in case no team is found so far).
Please see Working on Requests for more information.