Assignment Rule

[Ali28]

Any idea why I cannot get my assignment rule on the incident table to auto assign an incident when using Service? 

[swathisarang98]

Hi @Ali28 ,

Did you try saving incident record or updating the incident record ? because assignment rule will work only if the condition is met and the record is saved.

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Ali28]

Here is my Assignment Rule:

Results:

Does the Service need to be setup a certain way? Currently mine is under the following,

Service Type: Dynamic

Service classification: Application Service 

Class: Calculated Application Service

[Sandeep Rajput]

@Ali28 Couple of points to check.

1. Check if there is any reference qualifier applied on the assignment group field which excludes the SN-Development group

2. Check if the SN-Development group is active

3. Check if current.setWorkflow(false) used in any business rule/script include related to incident table.

Add these reasons could potentially stop assignment rules from working.

[Dr Atul G- LNG]

NO , one more thing, please check is any other Assignment rule is on same table with similar conditions. bcz I tried at my side in SOW , my old rule is working but in native new rule is working. May be check the order of rule. 

[swathisarang98]

Hi @Ali28 ,

It looks like Assignment group is already set but it is coming as "empty" so can you remove the assignment group  and save it or create a new incident with same condition and check whether the assignment rule is working or not ?

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang