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]

Hi @KARAN did this help you? If so, can you mark answer as helpful and correct? That way others can find the answer as well.

[Ankur Bawiskar · Accepted solution]

@KARAN 

Hope you are doing good.

Let me know if I have answered your question.

If so, please mark appropriate answer as correct & helpful to close the thread.

If not, please let us know if you need some more assistance.

Regards
Ankur

[Soumya Thareja1]

Hi Karan,

Before deactivating any groups, always check for existing routings. They could be present as assignment rules/workflows/client scripts or record producers, like in your case. 

If the groups are deactivated without replacing the routings, the tickets will keep getting assigned to the inactive group and go unnoticed. 

Please check the reference qualifier for the assignment group field and set the reference qual condition to active is true so that inactive groups cant manually be set. 

For now, just replace the inactive group with another one in your current routings.