Routing and Assignment > Assignment Rule for Incidents already assigned to group

[sn0wus3r]

By default ALL of our incidents need to have an assignment group from our front line support.  They cannot go out into the 'ether' so our Assignment Rules do not run.  Is there a way around this?

For example,
If John from Ohio calls into or front line support and they create an INC from the SD, it must go to our IT-General queue.  We would like that INC once it's create to go to to IT-Ohio queue

[Michael Fry1]

Did you try using Lookup rules?

[sn0wus3r]

Yes but we don't have Incident in that space 😞

To clarify my original statement

We want to assignment rules to run once it's in the IT-General assignment group which is after the Service Desk creates the Incident and assigns it to IT-General 

So in our example, John from Ohio calls in.  The Service Desk, assigns the ticket to IT-General, the rule runs, and assigns the ticket to IT-Ohio

[Michael Fry1]

Isn't that what lookup rules can do for you? You define criteria, and if true, that rule runs and sets the assignment group.

[sn0wus3r]

When looking at the piece, there was nothing for Incident and nothing that really aligned with what we need

I just find it silly that a ticket can't be moved once it's already in a group.