Assignment lookup rule not applying to Service Operation Workspace

Charles Fredie
Tera Contributor

‎04-09-2024 12:29 PM

I have created a few assignment data lookup rules on the incident table but they are not applying to the Service Operation Workspace.

They are working fine in the Default View but not in the Service Operation Workspace.

Any help will be appreciated!

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James Chun
Kilo Patron

‎04-09-2024 01:29 PM

Hi @Charles Fredie,

 

The assignment rule should work no matter how the record is created.

Can you do the following:

  • Ensure the record meets the conditions of the assignment rule
  • Share the assignment rules
  • Create a 'default' assignment rule with no condition. If this assignment rule is not applied when an incident is created via SOW, something has been customized

Cheers

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