How to assign incident automatically through technician view ?

[priyanka0709]

We have created assignment rule for assigning incident to particular group based on affected customer name. It is working as expected while creating incident from SP portal but it is broken if we create incident through technician view. In technician view, assignment group populate if we select category and subcategory fields but it is not populating when we selected affected customer field. please see attached screenshot.

[Ramz]

Hi @priyanka0709 ,

Assignment rule works after save. Fill the form and submit it and see if it is getting populated according to assignment rules.

Please mark my answer correct/helpful if it resolved your query.Thanks.

[Sandeep Rajput]

@priyanka0709 An assignment rule triggers when a case/incident is created. The technical view you are referring to is a backend form and the assignment rule which is working on the portal will only trigger here when you will submit the incident record.

It will not populate the assignment group on the affected customer field change unless you create an onChange client scripting which triggers on Affected customer field change and set the assignment group using it.

Hope this clarifies the confusion.