QEHNick

I managed to get mine working - I was doing some very unorthodox things...

After a chat with Bob, I now have a good understanding of how to do this. Cheers Bob.

The blank card thing is just what I have experienced. I too am unable to delete it. I had to create a waste bin lane and drag it off there.

Ah but it seems that those do not map into the SLA rules. All you can see for "custom" fields are "Request Custom" (A - O and then 21-30), "Contact Custom" (1-6) and "Organization Custom" (0-11). I'm not sure these translate to the "Attribute" (1 - 8) fields in the "User profile" section of the "Import configuration".

Ah, I really should learn to read. Yes - custom attributes!

I'm getting similar issues with zero updates being made. This happened with 3.11 and now I've updated to 3.12, it's still occurring. I've included my debug if anyone's keen. Debug.txt

That sounds like a perfect work-around, except "Department" isn't an available parameter. But I can map department to "Site" which is.

I've hunted around on the forums and played around with Service manger, but I cannot for the life of me work out how to assign an SLA to a Department. You can do it for Teams, Sites and what-not, but not anything as logical as a department. On this site, we have departments which, by their nature, require a higher priority when logging calls, it isn't feasible to add every member of the department (especially when that may change) to a TEAM, so using the AD attribute of Department (which has been imported to the customers details) seems completely rational. Our customer AD attributes are updated automatically via our HR systems so if they change department it's all gravy. I'm gonna go out on a limb and assume this is not possible; maybe a future development? Any thoughts are welcome. Merry Christmas.