ITSM - Assignment Rule Issue

[SandeshD]

Hi Team ,

We have a assignment rule created , which intents to assign a specific group havig 4 members .

Group - ABC

User - 1

User - 2

User - 3

User - 4

The assignment rule is assigning  tickets to only 2 User and not the other 2.

I tried removing U3 & U4 from the list and added back , same thing happens. Any idea obout the behaviour ?

[Medi C]

Hi @SandeshD 

Could you please share screenshots from your Assignment rule?

[SandeshD]

Nothing in Script section.

[Shivalika]

Hello @SandeshD 

Did you try by manually assigning the tasks to them , are you able to ? 

Maybe they are missing some access which might be required to work on the task, maybe just being in this group isn't sufficient to work on the task. So, also compare access of these users.

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

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[SandeshD]

I believe this shouldn't be the case , as I was able to assign task to U3 & U4 manually , and also as I said , I tried removing U1 & U2 from the group and the it properly got assigned to U3 & U4.

and Vice-versa , same behaviour , U1 & U2 only the assignment is happening.