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]

It seems so, you don't have to add the Assignment group on the trigger condition. Can you create 2 different rules for 2 different groups? Do not specify the group in the condition but add it on the Group field and test the 2 cases if they are working correctly.

Create a trigger rule

Thanks

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[servicenow begi]

Thanks alot Alikutty

Create a trigger rule

I was checking this link and it says "Trigger rules fire only if the assigned_to and assignment_group fields are not populated on a record"

so I think we cannot put assignment group in the condition of the trigger rule.

Can you suggest any workaround for this issue because we really need to add assignment group in the trigger condition as the requirement is   to run the schedule when assignment group is "XYZ"

[Alikutty A]

Hi Shikha,

Did you try what I have mentioned above?

Create 2 triggers for different assignment groups and do not add the group in the conditions.

Rule 1)   Set Group field under What action to take tab to Assignment Group 1 and Workflow 1

Rule 2)   Set Group field under What action to take tab to Assignment Group 2 and Workflow 2

Create 2 different incidents for each of these groups and see if it works correctly. I believe this should work, Please try and let me know.

Thanks

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[Tanu10]

Hi. Did you get a workaround for this? I am also looking for the trigger to run when an incident is assigned to a particular assignment group.