When a major incident is demoted then the assignment group should change back to the value which it had prior to making that incident as major incident

[RC19]

As per OOB : Normally when an incident is promoted / proposed as a major incident then the assignment group will change to major incident management group via business rule & assignment rule but the requirement is as below :

When a major incident is demoted then the assignment group should change back to the value which it had previously before making it to a major incident.

The challenge is : How to store that previous value of "Assignment group" without a new field creation and how can we achieve this ? please guide..

[ShubhamGarg]

Hi,

Can you pls try defining a assignment rule for your given conditions (e.g. CI, business service, state, etc.). In addition to this, add a condition if major incident is true.

Let me know if issue persists and share your scenario.

Mark this as Correct/Helpful if it helps.

Regards,

Shubham

[palanikumar]

Hi,

You can store the group info in any unused field available in Incident table.

For eg, you store this in "Group List" field when incident is prompted to Major Incident using a Business Rule. When it is demoted execute BR to take set assignment group based on this field value.

Thank you,

Palani