Trying to have incident auto-route. Tried BR, Assignment Rules and nothing is working

[Andrew Meza]

Hello,

I am trying to get my incidents to auto route based of category. If the category is Security Vulnerability (DDI) I want to the assignment group to go to the info sec assignment group. I tried assignment data lookups, and it works but only on the backend. I need this to work from the Service Portal. When a user submits an incident with this category, I want to the records assignment group to automatically be set to info sec. At the moment they come in unassigned. Am I doing something wrong? Please see my screenshots. In the screenshots when I tested, I would disable one or the other, so these two configurations don't conflict with each other.

[Sandeep Rajput]

@Andrew Meza Can you check the method call 

linkRecordProducerToParentIncident

and see if current.setWorkflow(false) is being used here while associated record producer to parent incident inside this method. 

[Andrew Meza]

Looking into the linkRecordProducerToParentIncident script include I dont see anything related to current.setWorkflow(false). Here is the script:

var LinkRecordProducerToIncident = Class.create();
LinkRecordProducerToIncident.prototype = {
	initialize: function() {
	},

	linkRecordProducerToParentIncident: function(parInc, gr) {
		if (GlideStringUtil.isEligibleSysID(parInc)) {
			var incGr = new GlideRecord("incident");
			if (incGr.get(parInc)) {
				if (gr.isValidField('parent')) {
					gr.parent = parInc;
					var incUrl = "<a href='" + incGr.getLink(true) + "'>" + incGr.getDisplayValue() + "</a>";
					var tableText = gr.getLabel();
					gs.addInfoMessage(gs.getMessage("{0} {1} is created from {2}", [tableText, gr.getDisplayValue(), incUrl]));
				}
			} else {
				var intGr = new GlideRecord("interaction");
				if (intGr.get(parInc)) {
					sn_interaction.RelatedRecord.createOrUpdate(parInc, gr.getRecordClassName(), gr.getUniqueValue(), "Created", "action_insert");
				}
			}
		}
	},

	type: 'LinkRecordProducerToIncident'
};

[Sandeep Rajput]

@Andrew Meza I recommend you to use Script Tracer https://developer.servicenow.com/dev.do#!/learn/learning-plans/xanadu/servicenow_administrator/app_s... to debug why your business rule/Assignment rule is not triggering, it will help you trace the foot prints of Server side script which are being called when you press submit button on the record producer.