Incident gets created then first gets assigned to ServiceDesk then re-routing happens automatically

Disha Patel2
Tera Contributor

‎02-26-2024 07:35 AM

When user creates an incident it is getting assigned to Servicedesk instead of directly getting assigned to correct assignment group. Within 20 seconds it is getting assign to correct assignment group. I need help to find the root cause why it it first getting assigned to service desk?

 

Thanks

0 Helpfuls
  • 187 Views
2 REPLIES 2

SunilKumar_P
Giga Sage

‎02-26-2024 07:46 AM

Hi @Disha Patel2, Can you check the Assignment Rules?

 

Regards,
Sunil

0 Helpfuls

Dr Atul G- LNG
Tera Patron
Tera Patron

‎02-26-2024 07:58 AM

H @Disha Patel2 

 

It can be due to Assignment rule or any Workflow/ flow is there or any BR which changing it or any data lookup?

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls