Getting a Trigger Rule to execute

[ewj]

How are Trigger Rules designed to work?   Wiki states 'Trigger rules will only fire if the assigned_to and assignment_group fields are not populated on a record.'   How is it that a trigger rule would ever get fired off? Even OoB incidents require an assignment group.   My goal is to escalate and cycle through the rota of the responsible group on a critical incident.   I don't see how its possible to leverage this feature.

[bernyalvarado · Accepted solution]

Hi Erik, i believe out of the box incidents are not required to have an assignment group or an assigned to. Here goes a screenshot of my fresh/just provisioned Fuji development instance.

As for your question, the trigger rules will trigger according to the conditions set on the trigger rule. Even if an instance enforces assignment group and/or assigned to upon the creation of an incident, often there's use cases of automated incident creation based on events from other monitoring system. On these cases where the incidents are created by web services or via scripting, the mandatory fields are not enforced and the assignment occurs within ServiceNow thanks to trigger rules and/or assignment rules.

I hope this helps.

Thanks,

Berny

[ewj]

Thanks!   I thought i checked my developer instance for the required fields.   Must have been my customized production instance.   Confirming that assignment group is not a required field out of box.  

i hear you on triggering off of incidents created via scripting.   that may be the way i need to go.   Don't think i can convince the org to drop the required assigment group they've setup.

thanks!