An analyst contact is defined with an organization and a group; The group is defined with a different organization. Which organization is considered to be the organization of the contact?

Document ID : KB000050460
Last Modified Date : 14/02/2018
Show Technical Document Details

Description:

This document explains which organization is associated with an analyst contact when the contact is defined with both an organization and a group, and the organization in the group definition is different than the organization in the analyst definition.

Solution:

The organization field set in the contact takes precedence over the value of the organization field set for the group.

The following diagram shows an example of the relationships between the analyst, group, and organization:

Analyst contact record for contact_1 contains:
     Organization=organization_A
     Group=group_1

Group contact record for group_1 contains:
     Organization=organization_B

When a ticket is created in which the Assignee is contact_1 and the Group is group_1, the organization for the ticket is organization_A.

Below are some samples screenshots of the definitions for the example described above.

Figure 1: analyst contact definition showing organization

Figure 1

Figure 2: analyst contact definition showing group

Figure 2

Figure 3: group definition showing organization

Figure 3