Making Assignment Group field mandatory when creating an incident from an interaction record

[Arijit Saikia]

From an interaction record in Service Operations Workspace, if I click on the Create Incident UI Action, I want to make the Assignment Group (for the Incident) field mandatory to be populated. What is the best way and is it advisable as its not a OOTB functionality. Currently incidents are getting created without an Assignment Group when creating them from interaction records.

I

[Ankur Bawiskar · Accepted solution]

@Arijit Saikia 

why not use UI policy to make it mandatory?

Determine if the new INC form got opened from interaction

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Community Alums]

@Arijit Saikia  I would like to understand what determines the assignment group of incident from Interaction.

I recommend you should be using some Assignment rules or any other business logic to populate assignment group on incident form at the time of creation, rather passing that info from interaction.

[Viraj Hudlikar]

@Arijit Saikia In this process when ui actions is click is it directly created or you land on inc new form ?

If new form is showcase then just identify some source of creation let's say channel field it will be auto populated as chat then you can have ui policy if it's chat then make your desired field as mandatory.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Arijit Saikia]

Thanks, when the UI Action is clicked it automatically creates an Incident record. 

[Viraj Hudlikar]

Hello @Arijit Saikia 

See Ui Policy is best option for you make it mandatory. Now as per your requirement it should be only mandatory when incident is created from interaction now checking this Ui Action I found couple of parameters which is identifies if incident is created from interaction or not using same, we can create a Ui Policy on same. Check below configuration screenshot:

Once above configuration is done it will suffice your requirement.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.