Need help with an Assignment Rule that is not working

[bostonsnow]

Hello,

I'm pretty new to SNOW so please bear with me on this post.

For all Incidents that are coming in through our Service Portal, I am trying to auto-assign the Assignment Group based on the Business Service that is selected. I have created an Assignment Rule as follows (I first test just Business Service = X but it didn't work so I tried adding more conditions)...

Business Service = X

State = New

Contact Type = Self Service

This is the only active Assignment Rule I have. No matter what I try, the Incident is also set to a different Assignment Group (our Tier 1 Group).

What could be happening upstream that are setting the Assignment Group before the Assignment Rule? The form on the Service Portal to submit an Incident is a Record Producer on the Incident table. Is there any SNOW debugging I can use to see exactly what is setting this Assignment Group?

Thanks!

Mike

[harishdasari]

Hi Michael,

use this

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

    if (isLoading || newValue === '') {

          return;

    }

var sg = g_form.getReference('business_service').support_group;

g_form.setValue('assignment_group', sg);

}

[bostonsnow]

Thank you. The Incident is still being set to another Assignment Group, not the one I specified in the script. it looks like there is another script or rule upstream somewhere that is setting it, I just can't figure out where.

[harishdasari]

Hi Michael,

in Navigation --> enter cmbd_ci_service.LIST

Now it will display all the business services here.

Now find your Business service and check for the SUPPORT GROUP.

here what ever the support group you have mentioned that will be populated by that client script.

so here you needs to specify the support group for business service, which will be displayed on incident form when user select that business service.

Thank you.

Mark answer correct/Helpful/Like. If you feel it is Helpful

[bostonsnow]

Still not working. There is a script or rule somewhere that won't allow this to be set. Is there debugging within SNOW I could use to find out how this value is being set?