I have created a Assignment rule but it is not working as expected

[kranthi2]

Hi,

I have created a Assignment rule but it is not working as expected.

But if i submit the incident from portal it is showing different group

Thanks,

[Dr Atul G- LNG]

Hi @kranthi2 

Greetings!!

Few things

- Please check the category field is Custom or OOTB. ( In screenshot sub cat is OOTB but cat is custom)

- Check the OOTB assignment group , as it is going to SD , so ootb rule is running

- Please check the order of your created Rule, if it is higher then OOTB then it will never execute.

[kranthi2]

Hi @Dr Atul G- LNG 

Please find the below responses:

- Please check the category field is Custom or OOTB. ( In screenshot sub cat is OOTB but cat is custom)

   Yes category is custom field and sub category is OOB field

- Check the OOTB assignment group , as it is going to SD , so ootb rule is running

   Where can i check this thing please help me out the navigation steps to check the same 

- Please check the order of your created Rule, if it is higher then OOTB then it will never execute.

--Find the below screenshot

Thanks,

[Dr Atul G- LNG]

As per your response, when the assignment group change to Service Desk?

[kranthi2]

No,

Requirement is when ever the conditions are satisfied i want this ticket should be assigned to

SBX MOP Brand Support.

But if i submit it it is assigned to Service Desk.

Thanks