how to auto change assignment group automatic to previous group if there is no update in incident

[vbharathkum]

Hi All,
Onces P2 Incident created this incident assigned to Group1, I have changed to Group1 to group2 if there is no changes in state and work notes in 5 mits then this incident revert back to group 1.

please help script for this.

Regards,

Bharath

[Ankur Bawiskar]

@vbharathkum 

I would like to understand the business requirement for this.

so once it moves to Group 2 and there are no work notes in 5mins then you need to revert to Group 1 again?

If yes then you need to do this

1) have a hidden field to store Group 1 sysId when you move the INC to Group 2

2) have a flow trigger when Group changes from Group 1 to Group 2 and wait for 5mins

3) check after the wait if there is any work notes or not

4) if not then set the group again with the value from the hidden field and it will revert the value

If my response helped please mark it correct and close the thread so that it benefits future readers.

[vbharathkum]

@Ankur Bawiskar 

once it moves to Group 2 and there are no work notes in 5mins then you need to revert to Group 1 again? --Yes

Please provide step by step process so that it will help.

do I need to write business rule or any other script.

Thanks for your response..

Regards,

Bharath

[vbharathkum]

@Ankur Bawiskar ,

Please provide step by step process so that it will help for me. I am new into this.

do I need to write BR or Flow designer.

Thanks for your response.

Regards,

Bharath.

[AbdulNow]

Hi @vbharathkum 

 I hope you are doing well!

I recommend pushing back on this requirement, as it has several issues that could impact your instance's performance. Implementing a scheduled job script or flow to run every 5 minutes, checking for active incidents (excluding those in a resolved state), may lead to unintended looping behavior.

For instance, if a ticket moves from Group 1 to Group 2, and there is no update from Group 2 within 5 minutes, the script’s logic would automatically reassign the ticket back to Group 1. If Group 1 similarly does not update within the next cycle, the ticket will again be reassigned, creating a continuous back-and-forth loop.

This approach could degrade system performance and lead to an infinite loop scenario, negatively impacting the instance. Although it may be technically feasible, the risk to performance and stability is substantial.

Please discuss this with your Product Owner, and let me know if they provide further justification. Thank you!

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Wahid