Incident Template Assignment Group being overwritten by Data Lookup Rule

Diogo Santos
Tera Contributor

‎06-26-2025 01:33 AM

Hi everyone,

I'm facing an issue when using a template to auto-fill fields on an Incident record.

I have a template that populates several fields, including the Assignment Group. At the same time, I have a Data Lookup Rule configured to set the Assignment Group based on the Category field.

The problem is that when I apply the template, the Assignment Group gets overwritten by the value from the Assignment Data Lookup rule, even though the template has a specific Assignment Group defined.

I’ve verified that the template is applied correctly, but right after that, the Assignment Group is changed according to the Data Lookup logic.

Has anyone experienced this behavior or knows how to prioritize the template value over the Data Lookup rule?
Any suggestions or best practices would be appreciated!

Thanks in advance!

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎06-26-2025 01:37 AM

Hi @Diogo Santos 

I believe this is expected behavior—the assignment rule takes precedence over the template. So it's better not to set the Assignment Group value directly in the template.

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