Override Assignment Lookup Rules

[Steven Parker]

Hi,

Our support team is using the "New Call" form and it's working great.   We've added our categories and subcategories to it and they auto assign groups once you click Submit and the Incident is created.

Now a question has come up, can we add Assignment Group to the New Call form so that if they are able to resolve the issue on the phone, they can choose the "Support Center Team" as the assignment group and still submit the Incident for tracking purposes?   I can add Assignment Group to the form fine, but on the Incident form the Assignment Lookup Rules override the assignment group from the New Call form, thus sending an email to a group that doesn't need to do anything as the issue has been resolved.

Is there a way to override Assignment Lookup Rules so that they can assign those New Calls to their group and when they submit the Incident form assigns it to them?

[Alikutty A]

Hi Steve,

If you are creating an incident for support team, Why are you not adding a lookup rule for them so it use existing assignment logic?

Thanks

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[Steven Parker]

The Assignment Lookup Rules are based on Categories.   So if an Incident comes in for Hardware-Printer then it's assigned to "Printer Tech Team".   Now, if the support team can assist someone on the phone with their printer and get it resolved, we still want to track it, so they fill in Hardware-Printer on the New Call form and when they click Submit it creates an Incident with the Category-Hardware and Subcategory-Printer, which auto assigns it to the "Printer Tech Team".   We have a Support Team group, but we can't just make a category for them because almost all of our tickets would go in that category thus losing tracking of which categories have the most problems.

I am trying to get it to where if the Support Team can resolve it on the phone, when they click "Submit" on the New Call form it creates the Incident ticket, but assigns it to the "Support Team" thus ignoring the categories/assignment lookup rules.

[Steven Parker]

I am now trying to use a Business Rule on the Incident form to change assignment group to "Support Center Team" if the Contact Type is Phone, but it is still getting overridden by the Assignment Lookup Rules.

1.2.1 Precedence between Assignment Rules and Business Rules

When creating new assignment rules, keep in mind that business rules can take precedence over assignment rules in certain circumstances. Assignment rules and business rules run in the following order:

1. All before business rules that run on a record insert with an order value less than 1000.
2. The first assignment rule with the lowest execution order and matching condition.
3. All before business rules that run on a record insert with an order value greater than or equal to 1000.
4. All after business rules that run on record insert.

[Alikutty A]

You can try creating an onLoad client script on incident table. In the call business rule "CallTypeChanged", when an incident is created you can modify this line to pass call type.

if (ctype == 'incident'){

  gr.contact_type = current.call_type;   //The value should be mapped on incident table

  //.....//

  //.......//

}

In the onLoad script, add this script.

function onLoad(){

var type = g_form.getValue('contact_type');

if(type=='phone'){

    g_form.setValue('assignment_group', 'sys_id_of_support_group');     // Use system property for saving sys_id of default support group

}

}

This should override and replace the group populated by Assignment lookup rule, I have not tested it.

Thanks

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