Hello,
I want to reach out to those who may have experienced a similar situation in hopes I can find a resolution to an issue.
We have a requirement to update an alert form with a correct Assignment Group. This assignment group is sent in the payload and is a string value, so it cannot be transformed via event rule. There are multiple groups that can send.
We have setup an Event Field Mapping record to match the group we have in a custom field to the assignment group. The field mapping is setup in the screenshot attached.
The issue we are presented with is if a CI is present. The CI.Support_group takes priority over the mapping. Has anyone been able to figure out how we can either change the priority of this function based on the sources of alerts/events?
If a secondary event hits the alert it does update successfully, but its not guaranteed we will have a second alert.
Thanks you for any assistance you may provide!
