One particular assignment group is not showing in the Group Hierarchy of assignment group field in incident?

Abhimanyu Bansa · ‎09-14-2017

We have one assignment group that is not coming in the group hierarchy. when ever i am trying to search it simply not coming in the INCIDENT while it is coming in the Change.

The Assignment group has no role also there we didn't write any ui policy, Client script, business rule for hiding it.

Could anyone advice me why this assignment group is not coming?

PFA screen shot.

Thanks in Advance.

Abhimanyu Bansa · ‎09-21-2017

Hi All,I find the solution and cause for the issue. Thank you for all your support.
here is the cause for the issue.

The assignment_group field has an advanced reference qualifier configured:

javascript:'active=true^' +getGroupType()

This will be applied to results on Task records and tables extending it, for example Change Request.

but there was an override reference qualifier configured for incident table:

javascript:'active=true^name!=SAP Systems Support^' +getGroupType() (Due to this it was creating issue)

So, this different filter will be applied for Assignment Group results on the Incident table

Thanks & Regards,
Abhimanyu

View solution in original post

Abhimanyu Bansa · ‎09-14-2017

Hi Harish,

I have tried with both the way. Still it is not showing.
I simply create the new group with name "test" and all the condition was same, that group is coming so i think there is no issue with the role and reference qualifier.
anything which can restrict a assignment group please let me know

Jaspal Singh · ‎09-14-2017

Hi Abhimanyu,

Look for Group type. Probably when you say it appears for change request it should be of type Change. You need to add incident/itil type for make it appear at incident form as well.

Abhimanyu Bansa · ‎09-14-2017

jaspalsinghchot
Thank you Jaspal.

But the thing is Assignment group type is simply "Assignment Group". and i didn't give any role for this group. I tried by providing itil role but the result was same.
Anything else which i can check?

harishdasari · ‎09-14-2017

Hi Abhimanyu,

Can you please re-confirm once again if the group is Active or not ?

Thanks

Abhimanyu Bansa · ‎09-14-2017

yes Harish. it is active.