Incident Auto-assignment

[UbadaB]

Hi everyone,

I'm currently working on incident creation using inbound emails and event management. Here's the issue I'm facing:

• An inbound email correctly triggers incident creation via a configured flow.
• After resolving the incident, if a similar incident(same short description) reoccurs later, it automatically gets assigned to the same person...even though the flow does not set the "Assigned to" field.
• I've verified that the incident is created solely through the flow, and the "Assigned to" field is left blank in the "Create Record" step.
• Record history shows no update to the "Assigned to" field.
• I also checked "OnBefore" business rules, none seem to be responsible.

Has anyone encountered this behavior before? Any idea why this auto-assignment is happening?

I'm looking for a way to fix this without impacting other configurations. Any insights or suggestions would be greatly appreciated!

Thanks in advance,

Ubada Barmawar

[Mark Manders]

Did you check assignment rules, client scripts, script includes called by business rules, other flows, etc?
Did you check the email log to see if there is some other flow/inbound action triggered after the flow created the incident?