Hello,
Needing help with 'Assignment Lookup Rules' and 'Assignments' for Incidents. We are using 'Assignment Lookup Rules' to assign Incidents based on Category and Subcategory. But there is now a need to redirect about 10% of tickets based on the 'caller_id.email' if it contains a specific company's email address (e.g., @acme-widgets.com) and then assign to a different support team. The 'Assignment Lookup Rules' only uses the Category, Subcategory, and Location fields to determine the Assignment Group and/or Assigned To value(s). These rules a very useful for our Service Desk when they create/open an Incident ticket because the Assignment Group/Assigned To is determined for them based on-the-fly when Category and Subcategory selections are made. So we really can't disable these and just go directly with 'Assignment' rules, we also made the Assignment Group mandatory; makes for another reason we need to use them. So is there a way to blank out and replace or overite the existing Assignment Group value and replace with another assignment group when the Incident is submitted? Basically, override what was determined by Assignment Lookup Rule because the next rule has more conditions in determining who the Incident should be assigned to.
I tried creating an 'Assignment' rule that looks at Category and Subcategory and if the caller_id.email contains a specific company name, it works if the 'Assignment Lookup Rule' is disabled. But if it is left active, after submission of the Incident record the Assignment Lookup Rule takes precedence and my 'Assignment' rule doesn't change the Assignment Group from what is specified in the 'Assignment Lookup Rule'. Any ideas on how this can be achieved?
Thank you,
-Wesley
