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]

That looks right. Even when you click on "Test" to test the flow, it doesn't work properly?

[Aju_84]

When i click on test or by sending email the subflow gets trigged and completes but the Assignment group is getting assigned to the default one and NOT the one specified in the subflow

 

[Mike_R]

Do you have any Assignment Data Lookup rules? This could be taking precedent 

istanceName.service-now.com/dl_u_assignment_list.do?sysparm_query=&sysparm_view=

[Aju_84]

None

[Radhika Aluru]

Hi Aravind,

Did you disable the Assignment rule as you will be using sub flow to set Assignment group? Or add a condition to the assignment rule that stops updating the assignment group.