Reassignment Count Field

[Shane16]

Hello Now Community

I have a situation where by several tickets showing reassignment count of 1 even if they were not re-assigned.

Looking at the business rule it is set up correctly I believe.

Situation:

Received an email from a external vendor sending to a DL group which has a template set to be automatically reassigned to a particular support group.

When reviewing the history list of the ticket I can see that the ticket was assigned directly to the correct support group as the designed by the template. In the history of the ticket the ticket was NOT reassigned to another support group so I am trying to figure out why did the ticket when it first raised was raised with already having an reassignment count as 1 when NO reassignment to another support group took place during the life cycle of the ticket?

Thanks

[Harish KM]

Hi The OOB business rule have only one condition i.e current.assignment_group.changes(). I believe some one has customised the condition

Refer Attached screenshot

[Maik Skoddow]

Hi

the OOTB Business Rule has a condition which causes the problem:

Change the condition as follows

current.assignment_group.changes() && JSUtil.notNil(previous.assignment_group)

Maik