On-Call workflows not trigger if incident created with assignment group

ShreeyaSatam
Tera Contributor

3 weeks ago

 

the Oncall workflows are controlled by trigger rules. we have a trigger rule for when an assignment group is null. When the incident is assigned it no longer meets this criteria and is looking for a rule that matches the assignment group. This is working as expected and trigger paging (we are using twilio for paging)

However, If we create a rule for when assignment group is not equal to null or we add assignment group in the trigger rule it does not trigger paging if incident created with assignment group

 

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Collin Romeijn
Mega Guru

3 weeks ago

Hi @ShreeyaSatam ,

try to set the field "Trigger when group assigned changes" to true or false and test again... the behaviour is a bit odd with trigger rules. I hope in Zurrich they are improving the trigger rule features with the on-call flows.

Kind Regards,

Collin

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M Iftikhar
Mega Sage

3 weeks ago

Hi @ShreeyaSatam,

The behavior you're seeing is expected. Your On-Call trigger rule isn't firing because it's not configured to handle incidents that are created with an assignment group already populated.

Reason:

  • Current Rule: Your rule is likely set to fire when the assignment_group field changes or is updated from a null value. When a user creates a new incident with the assignment group already filled in, there is no change or update to that field, so the rule's conditions are never met.

  • The Problem: The On-Call trigger rules are primarily designed to respond to field changes, not to a pre-filled value on record insertion.

 

The Best Solution: Modify the Trigger Rule

The recommended solution is to adjust your existing trigger rule or create a new one to run on both insert and update actions. This ensures the rule is evaluated whether the incident is created with a group or has one assigned later.

  1. Navigate to your On-Call Trigger Rules.

  2. Open or create a new rule for your incident table.

  3. Set the Trigger Type field to on insert and update.

  4. Set the Trigger Condition to assignment_group is not empty.

  5. Set the Applies to field to Incident and specify any other conditions as needed (e.g., the specific assignment group).

This approach will cause the on-call workflow to be triggered for all new incidents created with an assignment group, as well as for incidents where an assignment group is added later.

 

The Alternative Solution: Business Rule + API 

As a more customizable alternative, you can use a Business Rule. This approach gives you more control but is more complex.

  1. Create a new Business Rule on the Incident table.

  2. Set it to run After and for Insert operations.

  3. Add a condition that checks if current.assignment_group.changes() or if the assignment_group is not empty on insert.

  4. In the script, manually call the On-Call API to trigger the alert. For example:

    • new OnCallTrigger().trigger(current.sys_id, 'assignment_group');

This method provides more granular control but is generally only needed if the out-of-the-box trigger rules do not meet a specific, complex requirement.

 

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

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