On Incident, Assignment group is not changing to other, when Application is Blackline. What to do?

AbdurRahmanSnow · ‎04-09-2025

Good afternoon.
I have an Incident ticket, where the Assignment group is not getting changed to any other groups, when Application is Blackline. What is the reason behind this?
Assignment groups are coming, but when saved, it is going back to the same Assignment group. Please help.

Prathamesh26 · ‎04-09-2025

Hello @AbdurRahmanSnow

Please check if there is any business rule written for the same which is setting the assignment group to "xyz" when application is "Blackline".

If Yes, then check its trigger conditions and adjust them accordingly so that it wont be triggered again and again.

If above solution helps please mark my response as helpful and close the thread so that it benefits future readers.

Regards,

Prathamesh

AbdurRahmanSnow · ‎04-10-2025

Hi @Prathamesh26
I have found a Business rule that is not allowing to change the Assignment group, when Application is Blackline. It should allow to change it to other groups.
What changes can we do for this?

Prathamesh26 · ‎04-10-2025

Hi @AbdurRahmanSnow

In the filter conditions change the condition to application changes to Blackline and test it once by putting log into it.

Make sure that your BR will be triggered only when Incident's Application changes to Blackline.

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this question to solved bucket.

Regards,

Prathamesh

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AbdurRahmanSnow · ‎04-10-2025

Thanks a lot. The "Changes to" condition worked.