Incidents getting assigned to inactive group

[KARAN24]

Hi All,

I have a record producer which is creating incidents,so it is by default assigning the tickets  to assignment group - A (which is already configured ).Now I have made the assignment group- A inactive but also I can see that the tickets are getting assigned to that group.

Any help would be highly appreciated.

Thanks,

Karan

[Willem]

You have to update the record producer. Can you share the code from the record producer?

[KARAN24]

Ok that works fine,but just wanted to know the reason like when the group is already inactive then why the tickets gets assigned to that group.

[Anusha Reddy1]

Default assignment of the record producer to a group is scripted in Record producer. Please update that to other group.

[Ankur Bawiskar]

Hi Karan,

How is the group set?

Is it via record producer script or some assignment rule on that table.

Possibly your script or assignment rule is not checking whether your group is active or not before setting it and this is OOB i.e. system won't check whether group is active or not if you use script etc

Please check that place and add condition of checking if group is active

Regards
Ankur