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10-31-2022 06:46 AM
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?
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10-31-2022 08:01 AM
Check if there is a Business Rule active that updates the assignment group.
Regards,
Michael
Michael
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10-31-2022 12:01 PM
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=
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10-31-2022 12:26 PM
Yes, that should definitely work
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10-31-2022 08:01 AM
Check if there is a Business Rule active that updates the assignment group.
Regards,
Michael
Michael
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10-31-2022 09:22 AM
you mean a existing BR which updates the assignment group to default group? If Yes I don't see any BR which defaults to that except the assignment rule which I mentioned in original post.
