How to override the assignment group with assignment rules
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‎07-14-2017 04:19 AM
Hi,
I had a requirement to override the assignment group (if already value exists) with the assignment rules.
Currently the assignment rules are working when the incident is created and no assignment group is manually entered (left blank) then it is automatically populating the assignment group with assignment rules, but i need to override the existing assignment group with assignment rules.
Thanks in advance.
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‎07-14-2017 04:29 AM
Hi Ramu,
If you dont want the assignment rule to function, you can go ahead and delete the assignment rule or if you simply want to trigger it at some point, give the condition accordingly and it will trigger when the condition is met.
Arun
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‎07-14-2017 05:38 AM
i have come across this scenario, assignment rules are helpful in the first assignment.
But if you are trying to reassign a ticket to another group based on a condition, you could try writing a BR.
Please go through the precedence of BRs and assignment rules.
