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?

[UbadaB]

Hi

there seems to be a business rule on 'em_alert' table named "Reopen associated closed incident" which is taking over even though I can see that the incident is created from flow. 

not sure what I should do to avoid this auto-assignment while creating the same new incident.

[UbadaB]

Hi @Mark Manders ,

thanks for your reply, there seems to be a Business rule on "em_alert" table called "Reopen associated closed incident" which is leading to auto-assignment even though I see the incident is created from flow.

I created a new flow now with Inbound email as trigger (without event management), as I couldnt find any approach without altering the OOB Business rule/script include in event management.