CI - Support Group is automatically set to Assignment Group INC-Ticket

[Malik_Awan]

Hello dear Community,

i am using the Password Reset OOTB Item/Record Producer. It creates a Incident Ticket with Record Producer. I dont know why, but the Support Group from the CI -> see screenshot, is taken as the Assignment Group for the INC-Ticket. 

I have looked up the Assignment Rules, Lookup Rules, Business Rules and also Flows. I could not find any rule, where it is defined that the Support group from the CI should be the Assignment Group of the INC-Ticket.

I need to know where I can find the rule.

Thanks!

Best regards,

Malik

[William Sun Guz]

Look at the Business Rule named "Populate Assignment Group based on CI/SO", it runs on the [task] table which is why you might not have found it if you filtered for "incident".

If you disable this rule, it should fix your issue.

[Debasis Pati]

Hello @Malik_Awan ,

if you couldn't find anything from the incident table it must be from the parent table of it which we know is the parent table of incident table is task.
please try to find business rules on the task table from there only it must be setting the assignment group field.
Note: Assignment group is also a derived field from task table so there are more chances of finding the script or configuration on the task table.

Regards,
Debasis