Spectrum is not able to evaluate the Static Global Collection rule in service-desk-ticket-config.xml under SPECROOT custom svdsk config

Document ID : KB000048424
Last Modified Date : 14/02/2018
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Description:

When trying to Customize the ticket Creation for a particular Static Global Collection only

As below:


  <sd-ticket>
    <model-association>
      <relation>0x1003a</relation>
      <left-model-name>GlobalCollectionName</left-model-name>
    </model-association>
    <sd-problem-type>SD_Prob_Type</sd-problem-type>
    <sd-userid></sd-userid>
  </sd-ticket>

it is not working

Solution:

We need to change the <relation> tag

FROM: <relation>0x1003a</relation>
TO: <relation>0x1003b</relation>

We should be using 0x1003b which is the handle for static Global Collections

Reload the ticketing rules from OneClick home page -> Administration -> Service Desk Integration

NOTE: Take a backup of your service-desk-ticket-config.xml under %SPECROOT%/custom/svdsk/config before you modify