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Question on Automation Incident ticket

Mani60
Tera Contributor

‎01-28-2024 10:51 PM

Hi All,
Automation successfully resolved the incident ticket but integration user reassigned the ticket to the service desk, why this is happening anyone please help me on this. 
Please find the attached below snapshot:

Mani60_0-1706511033056.png

 

Thanks

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4 REPLIES 4

Sonam_Tiwari
Kilo Sage

‎01-28-2024 10:57 PM

Is the integration user trying to update the assignment group? Probably you check that.

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Pranav_Thanedar
Mega Sage

‎01-28-2024 10:57 PM

Hi @Mani60 ,

 

Could you please check if there is any business rule or assignment rule(sysrule_assignment table) running?

 

Also, could you please post details of the integration?

 

Regards,

Pranav Thanedar

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Amit Verma
Kilo Patron
Kilo Patron

‎01-28-2024 11:26 PM

Hi @Mani60 

 

Please check for any active business rules or flows or assignment rules on the incident table. Also, what is the source of this automated incident creation ? I doubt that you are receiving multiple false alerts which is leading to the INC being reopened.

 

Thanks & Regards

Amit Verma


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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-29-2024 03:12 AM

Hi @Mani60 

 

Please check the assignment rule for this. 

LearnNGrowAtul_0-1706526705670.png

 

or check the on call schedule if any thing is running on same.

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