On call schedule trigger condition issue

[servicenow begi]

I have created one on call schedule and in the trigger condition i have added two conditions

1. priority is one of critical or High

2. assignment ground is TEST GROUP

SCREEN SHOT ATTACHED

now when i create an incident and set priority high and assignment group as "Test SMS Functionality Group" , as per the trigger rule the schedule should run but its not working.

On the other side if i remove the assignment group condition from the trigger rule and create an incident in that case ticket is automatically getting assigned to Test SMS Functionality Group and schedule is running.

please help me to understand this behavior and a solution for this as i want to keep assignment group in my trigger rule

[Alikutty A]

Hi,

How is your assignment group populated on the incident, Is it through some lookup? Have you tried creating incident with assignment group initially populated in it before saving the record?

Thanks

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[servicenow begi]

Hi,

yes while creating the incident I am setting "Priority as High and assignment group as Test SMS Functionality Group" and then saving my incident. but the schedule is not running.

[Alikutty A]

Hi,

It seems the schedule is trying to assign the group but it already exist on the incident (you are assigning it twice). Can you add a different condition instead of Assignment group? eg: CI is Database or Category is Software? The group should be populated based on a different attribute.

Thanks

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[servicenow begi]

Yes other conditions are working fine but the requirement is to trigger the schedule based on the assignment group only. so does that mean, on call schedule will only run when the assignment group field is empty so that field can be auto fill from the trigger rule ????