How to stop assignment group from changing when transferring HR case

[Nicole Solarz]

Hello, when we transfer an HR case, the assignment group updates based on our HR assignment rules. How can we leave the assignment group alone when transferring an HR case? Is there a way to update the assignment rules to not populate with transferred cases?

[Community Alums]

Hi @Nicole Solarz ,

Since you're using an Assignment Rule the form is just following exactly what you set in the conditions of the rule. Here are some suggestions:

1) Re-assess the conditions or script that defines to whom the form should be assigned

2) Make sure that it is in your process that if the assignment group is incorrect and it's deemed that the form should be assigned else where, then the users should be changing the other fields on the form to match the conditions that would assign it to the correct group.

3) If more than one group meets the same criteria for the assignment rules then you should use a script that will allow a "this group" OR "that group" for assigning the form.

[Nicole Solarz]

We are using Assignment rules, but after the case is created there are times the case needs to be transferred HR Service and at that point we don't always want the group to updated based on the rules. That is what I'm trying to solve for. How to not use the assignment rules when transferring to a new HR service.