Inbound Action - Assign only works if Assignment Group is included

[Tamara11]

We have an Inbound Action configured to create incidents from incoming emails and it's working well unless we attempt to use assign:without also using assignment_group:.    

So our choices are to not use assign or to include the assignment group if we do.  As you can guess, our users aren't super fond of that option.

If I look in the logs, I can see that it tries to create an incident, but the incident isn't anywhere that I can find.

Example log entry: Information Processed 'Create Incident', created incident :INC0012021

Here is the relevant portion of my script.  It works, as long as assignment_group is present.

if(email.body.assign != undefined){
	if (email.body.assign.indexOf('<mailto:')){
		var assignsplit = email.body.assign.split('<mailto:')[0];
		gs.log("email body assign: " + assignsplit);
		current.assigned_to = assignsplit;
	} else {
		gs.log("email body assign: " + email.body_text.assign);
		current.assigned_to = email.body_text.assign;
	}
}

if(email.body.assignment_group != undefined){
	gs.log("assignment : " + email.body.assignment_group.trim());
	current.assignment_group.setDisplayValue(email.body.assignment_group.trim());
}

I've been tinkering with the Dictionary settings as I suspect they might be the culprit, but so far nothing I've tried has provided resolution.

Does anyone have any suggestions?

[Tamara11]

Thanks, Saurav. That's exactly what I did.

In the Assigned to Dictionary Entry there are Dictionary Overrides for the incident and incident_task tables.

On both, I checked Override dependent and left Dependent blank.

I tested with those settings and then, when those didn't work, removed the dependency from the Dictionary Entry completely.

With the dependent field empty, assign: still will not work without assignment_group.

Then I went to the Assignment group Dictionary Entry and made it not mandatory.  That did not provide the desired result. 

The dictionary seemed the most likely culprit, but this should rule that out, correct?

[Saurav11]

Can you check data policy once

Also Check if you are able to select assigned to manualky on incident without filling assign group

Let me know rhe results

[Tamara11]

Saurav,

We have 2 data policies for the incident or incident.task.  Neither of them touch assigned to.  The first one just makes it mandatory to enter close_info if the incident state is Resolved or closed.  The second one makes a custom field "entity" from the location table mandatory depending on which assignment group is selected.

If I create an incident manually, I am able to select assigned to without filling assignment group.  As soon as the assigned to field is set, the assignment group populates.  

I had forgotten about that business rule.  I will find it and disable it then run another test.

[Saurav11]

Sure once done let me know

Thanks

[Tamara11]

I ran out of day and will probably not get back to this until Monday. I will post then what I find.

Thanks again, for your help.