Updating assignment groups based on events for new incidents

[Aju_84]

There is an existing assignment rule for incident table which defaults the assignment group say “ SN_Support_ABC” whenever an incident is created.

Now we are setting up event collection from email and configured Event & Alert rules with subflow for creating incident and configured with the required Assignment Groups, category, priority, etc... but when the incident gets created, it is getting assigned to the default group “SN_Support_ABC” which I believe is based on the Assignment rule and NOT the one defined in the subflow. What’s the best way to configure the correct assignment groups based on the event received which creating new incidents?

[Michael de Boer · Accepted solution]

Check if there is a Business Rule active that updates the assignment group.

Regards,
Michael

[Mike_R]

You can either create additional assignment rules or set the assignment group in your flow/subflow.

[Aju_84]

Tried setting up in the subflow, but the incident stills gets created to the default group. Would creating the additional assignment rules be executed based on the execution order like set the default to higher number. Also creating assignment rules is best option if we are doing for event management as we might end up having a lot of rules for assignment groups based on different event types.

[Mike_R]

Can you post a screenshot of your flow? It should work if you have it defined in your flow.

Assignment rules execute based on Condition and order

[Aju_84]

Copied the Create Incident subflow and edited the create tasks and added additional filed based on the event.