Additional Incident Forms

[Menalik]

What is the best way to route multiple Incident record producers that auto assigns to specific assignment groups?

Right now we have one Incident RP and one business rule that says, If assignment group is empty, then assign to IT support.

I want to create multiple Incident PRs that route to their respective teams. What would be the best way to do this? Add conditions to the existing business rule? Or create separate business rules for each RP? If I create additional RPs, how would the business rule know which one to run?

[gerhard65]

Possible solution.

Create a new table with fields:

• Record producer
• Category
• Subcategory
• CI
• Assignment group

Add the record producer and the assignment group to the table. The other fields can also be used for assignment.

If you have an Assignment lookup rule for incidents in place, then update it with a query in the new table to look for at the record producer in the new table and then assign it according to the table. If not found, then use the default assignment.

If you do not have an Assignment lookup rule create a new one and follow the same process as above

This way there is no hard coding of assignment groups and you can update the new table in real time.