On Incident, Assignment group is not changing to other, when Application is Blackline. What to do?

[AbdurRahmanSnow]

Good afternoon.
I have an Incident ticket, where the Assignment group is not getting changed to any other groups, when Application is Blackline. What is the reason behind this?
Assignment groups are coming, but when saved, it is going back to the same Assignment group. Please help.

[Prathamesh26 · Accepted solution]

Hi @AbdurRahmanSnow 

In the filter conditions change the condition to application changes to Blackline and test it once by putting log into it.

Make sure that your BR will be triggered only when Incident's Application changes to Blackline.

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this question to solved bucket. 

Regards,

Prathamesh

[Dr Atul G- LNG]

Hi @AbdurRahmanSnow 

There is OOTB BR update Assignment group based in CI/ SO please check is that causing issue. 

[Ankur Bawiskar]

@AbdurRahmanSnow 

how is assignment group getting populated?

are you having any onChange of Application which brings and populates Group?

share that script

If my response helped please mark it correct and close the thread so that it benefits future readers.

[AbdurRahmanSnow]

Hi @Ankur Bawiskar 
I have found a Business rule that is not allowing to change the Assignment group, when Application is Blackline. It should allow to change it to other groups.
What changes can we do for this? 

[Ankur Bawiskar · Accepted solution]

@AbdurRahmanSnow 

currently your BR simply checks Application and sets Group

You can use script to populate Group based on Application selected

What do you mean by not allowing you to change the group?

Check any reference qualifier is added on Assignment group field via dictionary override

If my response helped please mark it correct and close the thread so that it benefits future readers.