Reassign an Incident using Assignment Rull

[Sanjeev Kumar1]

Hi All,

According to SNOW

"The Assignment rules module allows you to automatically set a value in the assigned_to and assignment_group fields when a set of conditions occurs.

An assignment rule must also meet these additional criteria to run:

• The task record has been created or updated. Assignment rules do not apply to unsaved changes on a form.
• The task record must be unassigned. The record cannot have an existing value for either the assigned_to or assignment_group fields. Assignment rules cannot overwrite existing assignments (including assignments set by a default value or a previously run assignment rule).
• The assignment rule is the first rule that matches the table and conditions. If more than one assignment rule matches the conditions, only the rule with the lowest order value runs."

But I need to reassign an incident based on category and subcategory OR you can say if an Incident is assign to some group "Assignment group" and " Assigned to" user.

if we set blank "Assigned to" and "Assignment group" and update record system will run assignment rull and reassign incident to group as define in Assignment rull.

So My requirement is.

We have an existing incident which is already assign to some group.

if we set blank "Assignment group" and " Assigned to"  system will execute assignment rull.

[rammohanraomadd]

Hi Sk,

You mean to say if the Incident Assignment Group and Assign to is set Empty then Assignment Rule should not work. IS that correct?

Regards,

Ram M

[Sanjeev Kumar1]

Yes you are correct

[rammohanraomadd]

Hi Sk,

Can you try using the script in the assignment rule.

Regards,

Ram M

[Chuck Tomasi]

Are you looking to make the assignment rule run all the time when category and subcategory change without blanking out the existing assignment group and assigned to values?

If so, then you want to go the module Data Lookup Definitions. Find the Assignment Lookup record, go to the Setter Field Definitions and change each record (for assignment_group and assigned_to) to "Always replace" = true.

That means, no matter what the value is in those two fields, the assignment lookup rule will always ALWAYS assess category/subcategory and set the assignment group and assigned to. That could be an issue if you have a special case manually set there. So be sure you want this to be a global thing across incident assignments.