Assignment Rule is not working.

[pallipoina]

Hi Experts,

My requirement is whenever the incident ticket is resolved then the ticket should be automatically assigned to "Resolved group".

I have created a assignment rule with the below details.

Applies To:

Table: Incident

Conditions: State is resolved

Assign To:

Group: Resolved Group

The above conditions are working perfectly if the Assignment group is Empty and Assigned to is Empty. But if I fill the Assignment Group and Assigned To fields with any value and if I change the state to Resolved, then this assignment rule is not working.

Can any one help me out in this?

Thanks,

Sunil

[Pradeep Sharma]

Hello Sunil,

The task record must be unassigned. The record cannot have an existing value for either the assigned_to or assignment_group fields. Assignment rules cannot overwrite existing assignments (including assignments set by a default value or a previously run assignment rule).

[pallipoina]

Hi Pradeep,

Thank you so much for your help:). This information is very helpful.

Best Regards,

Sunil

[Pradeep Sharma]

Thanks for the update Sunil.

Let me know if that answered your question. If so, please mark it as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list. Thank you.

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