How to Print a Worklog on a Inident after an Assignment Rule take an action ?

[CainanO]

Hello everyone,

I hope this is not a duplicated question, my question is, i have a lot of Assignment rules, we would like to know which ones are being triggered, my idea would be to have an message to be print on the ticket after a rules is used so we can identify which one the Assignment Rule used.

Example. I have rule A, B, C.

When my incident is created i want a message like the one below on the work log to identify it.

"This incident used the Rule C for assignment"

I was thinking in doing this using the scripts but the question is, how to do it ?

[CainanO]

Hello James, thanks for your repply,

Yes its only for debugging, we have an Test Enviroinment, of course we would not push this to Production but for some other Assignment rules we need to identify which ones are triggering as we have a lot of rules this could save us a lot of time.

[James Chun]

No worries, I am not a big fan of having some configuration in the lower environment(s) only as it may be inadvertently captured in an Update Set in the future or deleted from a cloning process.

But the decision is up to you.

Sounds like you have way too many than it should and if you don't start managing them, it will become more and more difficult to maintain them.

So maybe it's time to consolidate them into more manageable numbers?

I don't know how your assignment rules are set up but consider data-driven processes.

For example, use the Support group of a Service Offering record associated with an Incident.

By doing this, you no longer need to create/update the Assignment Rule but simply create/update the Service Offering records.