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

Jaspal Singh · ‎09-14-2017

Hi Abhimanyu,

Not sure whether you checked for this Type as marked for that Group.

All you need is to look for User Admin >> Groups & then open that Group & check for type.

Abhimanyu Bansa · ‎09-14-2017

yes i checked this type only.
here we mentioned type as "Assignment Group"

Thanks & Regards,

Abhimanyu Bansal

Abhimanyu Bansa · ‎09-14-2017

I attached the screen shot of the current configuration of that assignment group. please have a look.

Paul Curwen · ‎09-14-2017

Ok, the issue here (given the facts above) point to this being a data issue. Put all columns on for group list view and compare like for like each column for the group that doesn't appear and the one that does. If they are identical you need to move onto the next possible cause, but start here and prove/discount data Being the culprit.

Regards,

Paul

***If Correct/Helpful please take time mark as Correct/Helpful. It is much appreciated.***

Regards

Paul

Abhimanyu Bansa · ‎09-18-2017

Hi Paul,
i tried as suggest by you but all the data is identical.
Could you please tell me what could be next possible cause?