Hi guys
Following on from the upgrade to 7.4 we've only just gone live with Raise an Incident for our end users. In order for the end user incident window to auto populate with the user's details our consultant created a new relationship with user and incident and called it SelfServiceUser and it's this and associated attributes name and phone we use on the window instead of raise user (copy rule on Initalise for source $CurrentUser$ to target _SelfServiceUser). In our test system we also have other user attributes, I'll look at Department only in this case. In order for System/Department to populate (even on our normal incident window with Raise User we have a similar copy rule) we have a copy rule on Intialise for source _SelfServiceUser/_Company and target _Company1. In our test system this works perfectly. Everything was imported/created in the live environment at the time of upgrade last year but now when we test it the copy rules just won't fire so Department isn't populating. I've checked everything against our test system, even went as far today as replicating the entire thing starting with creating a new relationship between user and incident and my copy rules all fire perfectly in the test system.
In the live system I've removed the attributes from the window and deleted the copy rules. Performed an IIS reset, then readded the attributes and recreated the copy rules, another 3 IIS resets (just to be on the safe side) and it's still not working. I'm ready to tear my hair out.
Does anyone know if there's something else that needs tweaked. If it wasn't the live system I'd probably go ahead and do what I did earlier and recreated the user relationship from scratch but I don't want to end up with it not working as well.
If you need anything explained better or screenshots thrown up let me know.
Cheers
Helen