Assignment Group changes after Assigned To is filled in

[Ken Lombard1]

We have agents that are members of several different groups, based on their specialties.  Also, the assigned to field is dependent on the assignment group field.  Here's an example of the issue we are having:

I am part of the request group, which is the default assignment group that comes up when you open a new incident.  I assign the ticket to myself, with the request group already populated.  I'm a member of that group. I move to another field and a few seconds later the assignment group changes to a different group I am a member of.  This also happens with other agents when you set the assignment group to a group they are a member of, then assign the ticket to them, it will re-populate assignment group to a different group they are in.  

To my knowledge, there are no assignment rules that are changing the group by category, and it seems to only change the group when the assigned to change is processed.  

Any ideas on what could be causing the group to change?

[Allen Andreas · Accepted solution]

Hi,

This sounds like a UI Policy or Client Script (onChange) is running and querying their group membership.

Can you look through those and see if you can track this down?

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Ken Lombard1]

That was it.  I missed it when I was looking there previously.  There was a Client Script called 'GCS_Autopopulate Assignment Group'  that was the culprit.  Disabled it and we are all good.  Thanks!