How to configure functionality when incident created using technician view??

priyanka0709
Tera Contributor

‎04-05-2024 10:45 AM

When we raised incident using SP Portal, we saw different form for creating new incident after raising it is assigning to assignment group based on company name of affected customer.

but if we create incident using technician view (internally under incident table) by click on "create new" it is not happening. we could not see anything change based on affected customer's companies. currently the assignment group changing based on category and subcategory fields. 

Where this functionality located in service now?

 

Please do needful!

Thanks in Advance!

 

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1 REPLY 1

Dr Atul G- LNG
Tera Patron
Tera Patron

‎04-06-2024 01:00 AM

Hi @priyanka0709 

 

OOTB we have assignment rules are there which run on native view

 

AGLearnNGrow_0-1712390363325.png

and another is assignment look up

 

AGLearnNGrow_1-1712390396001.png

 

AGLearnNGrow_2-1712390419035.png

 

 

 

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