Auto Incident Assignment

[Sandhya23]

Requirement: Populate the Assignment Group based on the selected values of the category and subcategory fields.

The Assignment Group is a mandatory field in the incident form.

Create an Assignment Rule and a Business Rule to set the value for the Assignment Group. However, these auto-assignment rules only set the Assignment Group after saving the incident, not before. Given that the Assignment Group is mandatory, how can I achieve the requirement of auto-assignment?

[Sandhya23]

Hi Atul,

Thank you for sharing the video, it is very informative but does not solve my problem yet. Few things as below which does not work for me

1. In the Assignment Rule Method - The assignment Group field in my instance is mandatory, so the assignment group has to be set before the form is hit save/update. If I use the assignment rule, the incident is getting assigned after the incident is hit save/update.

2. In the Data lookup method - I want my Assignment group value to change when I change the category and subcategory field value based on the matrix, like how it does for Priority field. For example I select the Category as C1 and subcategory as S1 initially and change my mind to C2 and S2 it should change the corresponding Assignment group which is working fine. But if I want to set it only at the time of insert but not on update. How can I achieve that. I tried by deselecting the option "Run on Update" on the Data lookup Definitions table  but it still does not work.