First Assignment Group won't populate when Service is empty

[StewartFletcher]

So, we have a BR that sets the First Assignment group to be the same as the Assignment Group, when the Reassignment Count is 0.

However, there are some incidents that get raised via the Portal that don't have a Service, so the Incident will log but without a Service. This is stopping the First Assignment Group from populating.

Issue here is this - if we set something, and save it (leaving the default Assignment Group) then the field populates are expecred.

However, when users are setting the Service and CHANGING the Assignment Group, then the First Assignment Group field populates with the NEW Assignment Group, instead of the original one.

Any suggestions on this? I've messed around with another BR to set it when Service is empty, removing the mandatory nature of the field too, but it makes no difference - if the Service is empty, it refuses to set the First Assignment Group

[p_n]

Hello @StewartFletcher 

[we have a BR that sets the First Assignment group to be the same as the Assignment Group, when the Reassignment Count is 0

"However, when users are setting the Service and CHANGING the Assignment Group, then the First Assignment Group field populates with the NEW Assignment Group, instead of the original one"]

Have you added the filter condition for BR reassignment count is 0? or even after adding condition the first assignment group field is changing with updated assignment group field ? Can you please elaborate more....

Thank you!

[StewartFletcher]

Hi Pradnya,

The BR states that the First Assignment Group is empty, and Reassignment Count is 0. If those are true, it sets the First Assignment Group to the same as Assignment Group.

That just doesn't work when the Service is blank.

[StewartFletcher]

Anything more at all?