Email is not being sent when assignment group is autopoulated

[Anshu56]

Hi
Assignment group is autopopulated with "Service Desk" group. When it's been autopopulated  an email should be sent to assignment group, but Email notification is not being sent when the "Service Desk" group is assigned for the first time.
Any solutions would be appreciated
Thanks.

[Community Alums]

Hi @Anshu56 ,

Since i'm not aware for which table are you referring, i can suggest .

- Checking the Business rules of the table

- Try finding the one for firing the event for the Email notification

- Check the Condition

- Check whether the ServiceDesk Group has an email assigned

[Basheer]

Hi @Anshu56 ,

There are few things which needs to be looked into here.

1 : Notification conditions : Whether is it marked on insert, if it is not marked on insert and at the first time itself the record is populated with Service Desk then the notification won't trigger.

2 : Business Rule : If it is being triggered through business rule then check the trigger point and check whether there is any specific condition which is retricting it.

If you can elaborate your question with some more details, we can find the exact solution.

[Anshu56]

Hi @Basheer 
This is the display BR to populate Assignment Group

And the notification conditons. 

[Basheer · Accepted solution]

Hi @Anshu56 ,

1. You would either need to change the BR to After/Before instead of Display and trigger an event from BR and write the notification on event trigger.

2. Even if you've some criteria to write your code in Display BR, the code which you've written is not correct.

3. The condition in the notification should've been Assignment Group changes and Assignment Group is not empty instead of Assignment Group Changes or Assignment Group is empty.

Let us know your exact business scenario, what you are trying to achieve.

Is the scenario of your be :

Trigger a notification whenever the assignment group changes to Service Desk?

If this is the case, you don't need a BR. You can just change the condition of the notification mentioned above in point 3 with the table being incident(Table on which the filed is being changed to be precise).

One more point to note, if you are trying to send the mails from your personal developer instance then this functionality has been switched off from the past 6 months.