Incident assigns to a particular group no matter what short description is.

[SwatiYeginati]

I have assignment rules for triaging incidents based on the short description once they are created by an inbound action (email). The assignment rules assign the assignment group, category, and sub-category. However when I test the assignment rules by creating an incident manually (I have disabled mandatory category selection when creating an incident manually for testing) and no matter what I have in the short description and description the assignment group is set to a particular group. We do not have an assignment lookup rule either for empty categories. I am not sure which business rule, UI policy, UI action, or anything else is triggering it. I do see the incident.assigned.to.group event is triggered with parameter 1 as the assignment group name to which the incident gets assigned but how to check what is firing the event? I also disabled the incident events business rule but it still behaves the same. Is there a server-side script or anything else that I am missing? Is there a way to figure out what is firing the event incident.assigned.to.group and where is it passing the parameter from? 

[Community Alums · Accepted solution]

Hi @SwatiYeginati ,

How the Assignment group is populated? On form load or after you save it?

This could come from multiple areas, you could turn on 'Watch' on the field then perform an action. Or check the Assignment Data Lookup (dl_u_assignment), filter by that group to see what record matches it.

[SwatiYeginati]

It happens after submitting a new incident. 

[Community Alums]

Hi there,

Please check the Client script and filter by [Script contains sysid of the group]), or Business Rule with Insert = true.

Also let's turn on the Script tracer and run it before you submit the incident.

[SwatiYeginati]

Hi Jack, 

Looks like it was one of the assignment rules. 
Using "watch" field option helped me, thanks.