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02-06-2023 02:49 AM
Hi,
I have the record producer 'Create Incident' which create a record in incident table. On the incident table i have the fields assignment group and assigned to. How can I auto populate these fields using the record producer based on caller_id value from the record producer?
Solved! Go to Solution.
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02-06-2023 06:02 AM
@Alon Grod you can write something like this in Record producer script
Define like this in conditions
In action give group name.
Bharath Chintala
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02-06-2023 03:01 AM - edited 02-06-2023 03:02 AM
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02-06-2023 03:26 AM
@Sai Kumar B can you please be more specific
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02-06-2023 03:36 AM
Hi Alon,
Could you please help with more details? Like how you are populating Assignee and Assignment group based on caller variable/question from Record producer? what's the logic behind this?
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02-06-2023 03:44 AM
You can write code logic in the Record producer script to populate the Assignment group/Assigned to on basis of caller_id
OR
You can use the "Assignment rules" that are available in OOB. You can go to the sysrule_assignment table and check existing rules on the Incident table and You can refer to them and create a new rule as per your requirement to populate the Assignment group/Assigned To on the incident record.