Tickets being moved to different Assignment group

[marte]

Hello.

There has been an issue that has occurred twice in the last week and i was wondering if someone can provide any info on this:

It seems that some user generated ticket, once resolved, are changed/ reassigned to a different Assignment group:, so let's say, a ticket is assigned correctly to my team, in an assignment group we will call "Mike". Upon resolving it, it will change to a different Assignment group, let's call it "Tom"

Now, in our case this causes a few problems since the "Tom" Assignment group is no longer active.

In the actual activity log it is however displayed that i personally changed the group , in this example:

2015-03-30 11:49:07     Mike   - Changed: Assigned to, Assignment group, Category, Close code, Close note, Incident state, Subcategory, Cause code.

I can say with confidence to have never changed the Assignment group, there is a list of hundreds of possible groups, with a pop-up window that i am sure you are all aware of...not really the type of thing you can do by accident i think.

And again, it seems to have happened with user generated tickets, not the ones automatically created.

Any information about this would be highly appreciated, and if any additional information is needed, please feel free to ask.

Thank you in advance,

Kind Regards, Marte

[marte]

Yes there seem to be several, is there any keyword i should be looking for? when clicking on any box i see then 2 or 3 rules set up for each of those

[Pradeep Sharma]

You can check the created by field and check if there is any BR defined explicitly.

[marte]

In the middle of office hours, so this might take a while to check, in the meantime i want to thank you for your support, and the moment i find anything i find suspicious, i will post it here.

Again, thank you!

[Pradeep Sharma]

Sure..No problem

[decarlo]

Have you check to see if the OOTB assignment or assignment lookup rules are firing?   Nav to system policy--> assignment or assignment lookup rules