How to prevent the Assignment Group from changing automatically when the Incident state changes

[nomemon]

Hello

I'm facing an issue - wherein if the State on an Incident changes, the incident goes back to the original assignment group.

For example:

1) A newly created incident is initially assigned to our 'Triage' Team in the 'NEW' State

2) The Triage team changes the State of the Incident to 'WORK IN PROGRESS' which assigns the incident to the appropriate group (GROUP A) based on the Category, subcategory, and the Symptom rules of the incident. We have defined Assignment Rules based on Category, SubCategory and Incident.

3) However, Group A determines that it is not really their incident, and they manually change the Assignment Group to a new group (GROUP B)

4) Group B then works on the Incident and resolves the Incident. They change the State on the Incident to 'RESOLVED'.

However, here is when the assignment group changes back to 'Group A' - without Group B manually changing anything. Group A then receives a notification that an incident is assigned to them - which creates a lot of confusion, because Group B has already resolved it - and the Incident shows as being resolved.

In fact, this situation happens when the Incident state changes to anything, not just to 'RESOLVED' state.

Is there a way to prevent the assignment group from changing when the State of the Incident changes?

Appreciate any help.

Thank you!

[ChrisBurks · Accepted solution]

Hi Nomaan,

Since you're using an Assignment Rule the form is just following exactly what you set in the conditions of the rule. Here are some suggestions:

1) Re-assess the conditions or script that defines to whom the form should be assigned

or

2) Make sure that it is in your process that if the assignment group is incorrect and it's deemed that the form should be assigned else where, then the users should be changing the other fields on the form to match the conditions that would assign it to the correct group

3) If more than one group meets the same criteria for the assignment rules then you should use a script that will allow a "this group" OR "that group" for assigning the form.