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

[Aju_84]

Tried to add a condition where the category is NOT and also disabled the assignment rule. Both test resulted with the same default group and not the one defined in the subflow

 

[Mike_R]

This is very odd.

Can you do me a favor, try manually creating an Incident with assignment group equal to the Azure-ServiceNow-Prod group. See if it saves or if it default back to the other group. This will help narrow down some things.

[Aju_84]

Manually creating reverts back to the default group 😞

Note the assignment rule is disabled as well for the default group.

[Mike_R · Accepted solution]

Ok, so now we know it's not related to the flow or assignment rules.

There must be another business rule, flow, or something else in the background setting the assignment group back to that default group.

Can you check your "insert" business rules to see if any of them are setting the assignment group:

instanceName.service-now.com/sys_script_list.do?sysparm_query=collection%3Dincident%5EORcollectionINincident%2Ctask%5Ecollection%3Dincident%5Eaction_insert%3Dtrue%5Eactive%3Dtrue&sysparm_view=

[Aju_84]

Ah, I think overlooked before, there is a Business Rule which sets the assignment groups. Adding a condition to exclude for the event based on the BR rule should work ?