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This is because the Project set in the affected Project Mapping is not a Service Desk project.
If “viewable by role/group” is
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set with a
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Role/Group in a Default Project Mapping:
During testing we have observed that having a Service Desk Role (as shown below) set in “Viewable by Role/Group” found in Profile > Project Mappings > Default Project Mapping > Comment will cause the same forward behaviour.
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When setting a Default Project Mapping please assess that any Custom Field Defaults set are relevant to additional Project Mappings. The Default Project that is used as a last ‘catchall’. To avoid these issues in your Business and Core Project Mappings; please remove Service Desk specific values.
If you are using a Service Desk project as a Default Project Mapping and are additionally planning to use Business or Software Project Mappings. Please be aware that the Custom Field Defaults must be relevant to the Business and Software projects as these will be inherited to these projects as expected. To avoid these issues in your Business and Core Project Mappings; please remove Service Desk specific values.
As discussed in the scenarios section, values such as a Customer Request Type set in the Custom Field Defaults need to be removed to prevent or Business and Core Project Mappings from inheriting this Service Desk specific field.
If roles/groups specific to Service Desk a Default Project is set in the Default Project Mappings “Viewable by role/group” field need to be removed to prevent or Business and Core Project Mappings from inheriting these value . A Default Project Mapping and use project mapping rules to map inbound addresses to these will be inherited by other Project Mappings. Meaning all other project mappings will only be viewable by these roles/groups. Set this to empty if you do not want this behaviour.
Ideally; use project mapping rules (i.e. domain rule more info here: Use Project Mappings ) to map the Service Desk and Business Projects specifically and only set Customer Request Type within the Service Desk Project Mappings.
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