RITM is not routing to assignment group properly

[priyanka0709]

When we raise RITM from particular catalog item then it directly assigns to assignment group as expected but some of them are not directly assign to assignment group when its created. we need to assign it to particular assignment group manually.

[SanjivMeher]

Where do you have the logic to set the assignment group? Is it in a Workflow or a Flow? Check the script if there are conditions based on which assignment groups are set.

[priyanka0709]

Hi @SanjivMeher This happens only for one or two tickets except this everything is working fine.

[Sohail Khilji]

Check the activity log of the RITM how the behaviour of assignment group change has been. see if any business rule is over writing the group. if no then the issues must be in your workflow were you set he assignment group value. make sure to use sys_id of group called from sys_properties. 

[swathisarang98]

Hi @priyanka0709 ,

Could you please share the Flow or workflow screenshot from where you are setting the Assignment group ?

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang