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 · Accepted solution]

Hi @kranthi2 

could you please add one more condition in your Rule Active = True and deactivate the OOTB SD rule once and test.

Also please check is any ONCALL Schedule is also configured?

[bradleydebono]

Good day!

Can you confirm if the assignment group field is already filled in with "Service Desk" prior to you changing the necessary fields to have it auto-assign to the "SBX MOP Brand Support" group? 

Your assignment rule won't override the assignment group field if it already has a value. 

If not - there is probably another assignment rule or feature that is setting the Service Desk group. Have you already checked all other assignment rules that apply on the Incident table?

Kind regards,
Brad

[kranthi2]

Can you confirm if the assignment group field is already filled in with "Service Desk" prior to you changing the necessary fields to have it auto-assign to the "SBX MOP Brand Support" group? 

-Once i submit it is directly assigns to "SBX MOP Brand Support". no it is not filled in with ServiceDesk.

If not - there is probably another assignment rule or feature that is setting the Service Desk group. Have you already checked all other assignment rules that apply on the Incident table?

-Yes i have already checked

Please help me where can i check ?

Thanks,

[bradleydebono]

So to confirm, you do not have this OOTB Assignment Rule active in your instance? (see screenshot). If you have it active, this will be the cause of your issue.

[Dr Atul G- LNG]

Then when the ServiceDesk as group is coming after save ? did you check the order as well? @kranthi2