incidents tickets assigning to wrong servicedesk group?

[manmathpanda]

Hi Developers,

Urgent need help on below query.

There is a portal created for end user and when an end user creates a request through this below portal 

It creates an incident and assigned to "IT Operation Service Desk" team. But since 2 days some tickets are assigning to "SS Service Desk" team in productin instance while all tickets should assign to this "IT Operation Service Desk" group.

So where can i check what changes has been done to this tickets where some tickets are going to "ss service desk " and some tickets are going to "It Operation service desk" team.

can any one suggest me wht to do in this case?

Regards,

Manmath

[rajneeshbaranwa]

If I look at your code it says, if Incident Type is not security incident and company is not ABC Technologies limited then assign to IT Operations - Service Desk , but if incident is security incident and company is not ABC technologies limited then incident is to be assigned to SS_Service Desk.

Can you check if the incidents being assigned to SS_Service Desk are security incidents ?