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?

[Steven Parker]

That does work for changing the assignment group, only problem is the email has already went out to the group that was put there by the Assignment Rules.   It does change the group from "Network Team" for example to "Support Center Team", but at that point, the email has already been sent to the Network Team.   The goal is to just put Support Center Team in the Assignment Group and override the sending of emails to other groups.

[Alikutty A]

The same can occur if you add an on-after business rule less than 1000 in order and also an additional (after) update required to change assignment_group. It might help if you can add condition on notification to send only if contact type != phone and I believe support team may not require this notification as creating the incident themselves.

Thanks

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[Steven Parker]

Which Business Rules or Script actually controls the notifications being sent to the Assignment groups?

[Alikutty A]

Emails Notifications have a separate engine and are managed OOB, I don't know which script includes actually control them. They do run after business rule with less than 1000 order are executed.

Execution Order of Scripts and Engines - ServiceNow Wiki

Thanks

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[Steven Parker]

If I could get the business rule to actually change the Assignment group I might be on to something.   But it seems the Assignment rules just take precedence over it regardless of what order # I put in for the business rule.