On-call trigger rules and assignment group issue

[chedley]

I like many others are testing the On-call scheduling functionality (Helsinki). By the documentation, trigger rules will not work if the assignment_group or assigned_to are not blank, and are dependent on executing the rule by basically any other conditions.

Our use case is the opposite. Our Service Desk always knows the group that needs to be assigned, but doesn't know the assignee and we want to use on-call to handle this.

What is the work-around for allowing trigger rules to work when I've set the assignment_group in my Incident?

There are far too many permutations of categories and subcategories and priorities to hardcode 100s of trigger rules

UC:

I open a new Incident, categorize it appropriately, and set the assignment_group. I want the rota to then be checked, and the assigned_to set based on primary. Using On-call: Escalations by email workflow, if they don't respond, I want to then escalate to the Secondary.

None of this is possible via the OOB trigger rules by nature of them not executing if the assignment group is filled.

Any thoughts?

I've referenced https://hi.service-now.com/kb_view.do?sysparm_article=KB0547296 and many other community articles with no success. I also looked at making a specific business rule like in this link (thanks dvp for your response there) but then I'm just setting the assigned_to and not actually getting to use the workflow with escalations.

[mnaputano1]

Hi Michael - I realize this post a few years old, but I cannot access the link above. I need to set up a business rule to launch the on call workflow like you stated. Do you have access to the documentation still? Any way this can be shared?

Thank you,

Mike

[Daniel Peel]

In newer versions...has anyone been able to re-create the trigger rule experience... as this above method works... but is less configurable... than using trigger rules... say you have one WF to fire to P1-3 vs P4-5... or one for each.  I'd love to use the trigger rules... also because we can allow teams to configure them.  I've got ideas but it feels like a re-write of the system.  Just wanted to follow up to this and see if, now on Orlando, we had some other method that allows assigning a group and still using trigger rules or something similar.

[Daniel Peel]

I came up with a way to do this, while keeping the trigger rules.  If anyone is still interested in using OCS with trigger rules and still letting assignment group be set I'd be happy to share the basic setup. 

[Kquinton]

Hello Daniel, I know this is a year old now but if you still have the basic setup to share. I would be interested in knowing what route you took.

Thanks

[ShreeyaSatam]

Hey Daniel, Do you have solution for this ? my scenario is 

The Oncall workflows are controlled by trigger rules. we have a trigger rule for when an assignment group is null. When the incident is assigned it no longer meets this criteria and is looking for a rule that matches the assignment group. This is working as expected and trigger paging (we are using twilio for paging)

However, If we create a rule for when assignment group is not equal to null or we add assignment group in the trigger rule it does not trigger paging if incident created with assignment group