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How to disable the auto assignment when creating an incident
Answer ID 5639   |   Last Review Date 12/18/2018

How do you disable the auto assignment when creating an incident?

Environment: 

May 2011 and newer releases

Resolution: 

In order to change the Assigned field of an incident to default to 'Select a category' ('No Value'), instead of the agent that created the incident, you can change the 'Default Value' property in the workspace.  The 'Default Value' property can set a default value for some fields on a workspace.  When a staff member creates a new record using the workspace or script, the field is automatically populated with the default value that you select.

In order to enable the Default Value property and set a default value for a field, follow the detailed steps below:

1.  From the open workspace or script, select a field on the design space.

2.  Click the Design tab and click the Default Value button.

     You will see the Default Value button only if the selected field accepts default values from the workspace.

3.  Select From Workspace or From Script to enable the Default Value property. A check displays next to the property that you have enabled.  

4.  Click the field you want to add the default value to. Editing options are displayed according to the field type. For example, you can type text directly into a text field on the design space or select  from a drop-down menu on a menu field.

5  Click the Save and Close button to save your changes.


For more information, refer to online documentation for the version your site is currently running.  To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

 

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