Incident assignment group overlapping
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09-19-2023 11:45 PM
I need to create a record producer under a specific category in service catalog which should go to specific assignment groups based on priority . If p1 and p1 - SD otherwise Support team .
Now there is already a pre existing similar record producer under a different self service category where all the incidents(any priority) are assigned to SD . There is an assignment rule as well for all the incs to get assigned to SD .
The issue happens when there is any change made in the new one , it overlaps . Created a assignment rule as well and scripts but nothing is working .
The incidents of P3 are going to support team even for the pre existing one . How will i differentiate ?
What Should I do?
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09-20-2023 12:41 AM
disable the assignment rule and set the group from individual record producer script itself.
Since you cannot determine the assignment rule triggered because of which record producer, I believe the only way is to use record producer script
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader