Digital Workplace "Activity" records missing after changing Customer in a fulfillment ticket

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    PRODUCT:

    BMC Digital Workplace Advanced


    COMPONENT:

    BMC Digital Workplace Basic



    PROBLEM:

    After changing the Customer in a fulfillment ticket, the Activity records for the REQ are not visible in the new Customer's feed.

    They do see the REQ properly within Request Entry.


    CAUSE:

    The field 'OBOAssignee' is not updated in the MYIT:Service_Request record when the Customer is changed. Logged as Defect DRIIT-13546, and is addressed in DWP 19.08


    SOLUTION:

    To work around this issue, do the following:

    - Update the Filter:

    SRM:OBO:SetOBOAssignee_CallGuide

    to run on Modify (in addition to Submit).

    This will address the scenario for any future updates. If existing records need to be updated, the field 'OBOAssignee' will need to be updated on the affected records.


    Article Number:

    000162444


    Article Type:

    Solutions to a Product Problem



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