BrettMoff
commented
57 minutes ago This issue impacts the notify analyst settings for "Ignore default support group on create" as when the work item is created it does not have the support group set. It would be beneficial for the initial creation of a work item to be done so with a template. That way the admin can choose what properties should be set to what at initial creation of the work item. Additional properties and relationships can be modified after the fact (Such as relating the user that sent the email, attaching the email as a file, and any other properties that are configured within the connector.
What's your idea? Go! Provide a clear and concise description of what you want the connector to do that you think everyone could benefit from.
In the section starting here the incident is created, then piece by piece things such as templates, affected user etc. are updated. You can see how this plays out in the history tab of the incident, with multiple entries created for the incident creation process (compared to MS connector).
Why is this a problem? Notification subscriptions. It makes the 'When an object of the selected class' type of notification much less useful. In my case I have several different notification email templates depending on the tierqueue set, which in turn is set by an incident template. The subscription workflow is never triggered because in reality the tierqueue is set after incident creation.
Possible workaround: I can set a subscription to track changes from null tierqueue to whatever I want as the target, but this would probably have unintended consequences when the users get their hands on it.
Suggested solution Create the IR in the complete target state, similar to the behavior of MS Exchange Connector. Maybe this would have a performance impact? Hoping that at least this is something viable, and could be a selectable option if there's a tradeoff?