How to automatically assign a incident to a user of the same group.

[Vicky Chhabria]

For example i'm a user of "xyz" assignment group and I want that when a new incident\task assigned or routed to "xyz" then it should be assigned automatically to a user of "xyz" group.

I have tried by creating a assignment rule where in the filter I have selected the value as when :- assignment group is "xyz" then it should assign to "abc" user, but unfortunately its not woking.

If anyone can help in this it will be a great help.

[Tony Chatfield1]

Hi, if you shared details of your solution\assignment rule (plain text xml format is best) the forum can review your configuration and review\advise, but without any specifics we can only guess at why your solution did not work as expected.

[Vicky Chhabria]

Hi Tony, Thanks for your prompt response, I have done the following configurations but it is not working.

[kamlesh kjmar]

Hi @Vicky Chhabria ,

Assignment rule can be overriden and also has some constraint like "It will only work if ticket is already not assigned to user/group". So, I would advice to use something that has higher priority in execution and has lesser contraint. You should try Data Lookup Definition , it has higher order of precidence than Assignment rule.

I Hope this helps.

Please mark this helpful if this helps and Accept the solution if this solves your issue.

Regards,

Kamlesh