We have a scenario where we wanted route the assignment groups based on Country, category and subcategory on the incident table. For that we wanted to go with low code/no code approach. I have tried creating country field on the incident, and Sys_choice table. Defined the assignment look up rules as well. They are working fine when we configure the values individually.
Eg 1: Category ABC
Subcategory XYZ
Country - USA
the assignment group is auto populated in the agent view (using the assignment look up rules)
But, the issue we are facing when we wanted to change the country field from reference to string, as we wanted to avoid category, subcategory duplicates repeating for every country. Instead we want to make them comma separated and so that we could avoid lot of duplicate values in the choice table.
Category - ABC
Subcategory - XYZ
Country - India,USA,Greece etc.,
Assignment group: Service Desk Tier1
When on incident form when somebody selects Category = ABC, Subcategory = XYZ , and country = USA we are expecting Assignment group should be populated with Service Desk Tier1.
The assignment look up rules doesn't work when we make them the comma separated values.
Can anyone suggest how this can be achieved?
Thanks in advance!
