Assignment Rule triggered when Incident Priority Updates.
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08-02-2019 10:11 AM
According to ServiceNow Docs, the Assignment Rules will only run when a Task record is unassigned. Let's say we have a ticket that was manually re-assigned to a new Assignment Group. What I am noticing in most cases, when this assigned ticket has either the Impact or Urgency updated, this action appears to re-run the assignment rule. This also clears out the Incident Assign to field.
For unsuspecting ITIL users that then save the Incident, this results in the Assignment Group changing. How is it possible that the ticket is getting re-assigned? How do we prevent the tickets from re-assigning?
"The task record must be unassigned. The record cannot have an existing value for either the assigned_to or assignment_group fields. Assignment rules cannot overwrite existing assignments (including assignments set by a default value or a previously run assignment rule)."
Thanks,
JB
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Incident Management
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08-02-2019 11:25 AM
That sounds move like a Lookup Rule than an Assignment Rule. If you disable the Assignment rule does the issue not occur?
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08-02-2019 01:57 PM
There is a Data Lookup Rule, but all that does is set the Priority based on the Impact and Urgency. This particular Data Lookup rule does not update the assigned to or the assignment group with an impact or urgency change.
The Assignment Rule in this case use the Incident > Applies to Condition > Priority 1 or 2 to set the Assignment Group. I did disable this particular assignment rule, but the Incident is still assigning when Priority is modified.
Is there a way to troubleshoot and check which assignment rule ran or was taking precedence?
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08-05-2019 10:29 AM
There is a Data Lookup Rule, but all that does is set the Priority based on the Impact and Urgency. This particular Data Lookup rule does not update the assigned to or the assignment group with an impact or urgency change.
The Assignment Rule in this case use the Incident > Applies to Condition > Priority 1 or 2 to set the Assignment Group. I did disable this particular assignment rule, but the Incident is still assigning when Priority is modified.
Is there a way to troubleshoot and check which assignment rule ran or was taking precedence?
