Responsibility Distribution not working when only Space Level 1 is configured
Zendesk Ticket: https://ungerboeck.zendesk.com/agent/tickets/386384
Account: Victorian Convention and Event Trust (MCEC)
Region: APAC
Articles used in your research: https://supportcenter.ungerboeck.com/hc/en-us/articles/204554928-Departments#h_01JBM0XNTFJAGDKYF7GRRNS8K2
General
Business impact if not resolved: Customer has to manually update the orders as they do not point to the correct department. This is reducing efficiency and increasing the risk of errors.
Short Summary of issue (issue description): Responsibility Distribution not working when only Space Level 1 is being used
Macro Vertical: Convention Centers
Debug Environment:
Customer DB Location: Hosted
Database: mcec_Test_1700100308_USI
Server: Debug-Sydney,1433
Version: 26.1.9606.16192 (20260420)
V30 Link: https://supportwebap.ungerboeck.com/MCEC_Test_1700100308_USI_V30/app85.cshtml
User Login: usiadmin // ITRocks2014
Recreation Steps:
1. Log in with usiadmin // ITRocks2014
2. From the side navigation bar, click on Events.
3. Search for Event IS 128286.
4. Add a new service order for both functions APAC function and EMEA function (they have spaces with hierarchies on them). Use price list NL test. Select the only item in it. Save.
5. In the service order items tab, right click > Show Columns > Bring in everything related to Department. Notice that item department shows APAC Support / EMEA Support (if responsibility distribution was set up with both level 1 & level 2) vs Support (if responsibility distribution set up with only level 1 info).
6. To change the responsibility distribution, go to the Department master table. Search for Support. In the responsibility distribution section, change the space level 2 from blank to a value or vice versa.
Observed vs. Expected Results: We are expecting the responsibility distribution to work even with only space level 1. From testing, it seems like both space level 1 & 2 needs to be filled in, which isn't right.
What does the client want to accomplish: Client would like to start using responsibility distribution, but this may cause significantly more configuration should this only work when space level 1 & 2 is configured. Article will need to be updated if this is the case.
Attachments:
Recording: https://share.birdie.so/o/N5KF3kAV
-
Satya Ram Nukala Mike Schepker Pieter Fourie Pieter Du Plooy Martin Wooding I have never used responsibility distribution before, so am a little unsure if this is a bug. From a newbie perspective, I would say that it is a bug because if both level 1 & 2 is needed, I would expect level 2 to be mandatory or system shouldn't allow saving if it is not filled in.
-
Following
-
I've not used responsibility distribution before and it doesn't look like we have any articles specific to how those fields are used in the distribution. I agree with Nicole that if the system requires it, then it shouldn't allow saving if it's not filled in, but I'm not sure why the system would require it or how it even uses it. Justin Wittrock or Anthony Costantino have either of you ever used this feature?
-
Wow, responsibility distribution… i've never used it and didn't know anyone still was…
-
I can look in Pendo for usage on “responsibility distribution” if someone can help me understand the page where it is, and i'll tag it. I wasn't entirely clear from watching the recording.
-
Hi Seth Halvaksz This would be in the Departments page in the system.
-
Found it in Pendo. There's tracking for “Add Department Responsibility Distribution”.
I looked at stats from May 1, 2025 to May 1, 2026 and there are 69 accounts using this.
Nicole Loh what is the job the customer is trying to accomplish with responsibility distribution? That will give us some context.
-
Seth Halvaksz The customer is trying to make their resources work more efficiently and have the correct business unit delivering the item.
For example, if they have a venue in City A and another in City B. We expect users to use the same price list to order the service order resources. Now, depending on what space was configured against the function line, we expect the system to be smart enough to distribute the responsibility to the correct department so that AV equipment is delivered by the team in the correct city.
Hope that makes sense. Let me know if you need another example.
-
We do have this in the Departments article as well: https://supportcenter.ungerboeck.com/hc/en-us/articles/204554928-Departments#h_01JBM0XNTFJAGDKYF7GRRNS8K2
-
I'll ask engineering for feedback on this post
-
Seth Halvaksz Do we have any further feedback from engineering about this?
-
Sorry Nicole. No update yet. I am still asking who has background on this feature.
-
Nicole Loh can you provide more details on the expected results from the example in this post? What specifically are you expecting to see? Please be as specific as possible. Thanks!
“Observed vs. Expected Results: We are expecting the responsibility distribution to work with only space level 1. From testing, it seems like both space level 1 & 2 needs to be filled in. ”
-
Seth Halvaksz I am expecting the responsibility distribution to distribute to the correct department when space level 1 is filled in (space level 2 being optional).
Customers use space level 1 to distinguish which building/states the space belongs to (this might be a list of 5 buildings), space level 2 is used for different floors/types of rooms (there might be 20 types). If I ordered catering, it would make sense for the distribution to look at space level 1 so that the correct building departments know what to deliver. I wouldn't go around configuring all the combination of space levels 1 & 2. Additionally, there's no where in the article that mentions both needs to be filled in. It should work like how GL distributions work. Event category, class and types can be filled in, but they are optional, not all 3 needs to be filled in.
-
Nicole Loh please update the description of this post so it is clear what the steps-to-reproduce are, what is observed and what is expected. It currently says “it seems like both space level 1 & 2 needs to be filled in” which is not clear. Please provide detailed example. Thank you.
-
Seth Halvaksz Recreation steps should still work. I am just trying to create a scenario that is easiest for people to understand. Observed and expected is still correct. I observed that for it to work, both space level 1 & 2 needs to be configured. But what we are expecting is that even when only space level 1 is filled in, it should still work.
-
Nicole Loh need a specific example please, with numbers.
Please sign in to leave a comment.
Comments
17 comments
Date Votes