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chat and email incidents, where the reassignment count is shown as “1” even when the ticket was not

DivyabharatC
Kilo Explorer

10 hours ago

chat and email incidents, where the reassignment count is shown as “1” even when the ticket was not routed to any resolver group.

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2 REPLIES 2

Dr Atul G- LNG
Tera Patron

9 hours ago

Hi @DivyabharatC Please check if the default value of this field is 1.

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Tanushree Maiti
Kilo Patron

8 hours ago

Hi @DivyabharatC 

 

Its intended design.

 

Refer: Reassignment Count shows 1 after first assignment 

Incident.reassignment_count is not "0" on new incident received via email inbound action - Known Err... 

 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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