Wrong mapping of assignment group and owner profile

[DHANUSHKODv]

1)For example fred is caller and he is in group x and group y 
So when i sumbit incident the owner should be fred and assignment group and owner field should be based on two groups x or y not anyother If I create a incident it is mapping to any other group which is not relevent 
It my be because of Assignment matrix?

Wrong mapping in incident ticket for owner profile and assignment group

[MackI]

hi @DHANUSHKODv 

The most probable cause of the incident being mapped to an irrelevant group (one that is neither Group X nor Group Y) stems from the automated assignment mechanisms configured in the system, specifically business rules or machine learning solutions designed to override blank assignment fields.
Here is a breakdown of the automated assignment functionality for incidents and why your observed behaviour is likely occurring:

To resolve this issue, your administrator should investigate the priority and conditions of the automated routing:
1. Check Business Rules: Review the logic for the Populate Assignment Group based on CI/SO business rule and any custom business rules that set the Assignment group field.
2. Review Configuration Items (CIs) and Service Offerings (SOs): Check the CI or SO linked to the incident Fred submitted. Verify which support group is defined on the CI/SO record, as this group is likely the source of the irrelevant assignment.

com.snc.incident.ci_assignment_group.field_name: This property identifies which CI field populates the Assignment group field.
• com.snc.incident.service_offering_assignment_group.field_name: This identifies which service offering field is used

3. Evaluate Assignment Rules: Review any active Assignment Rules or Predictive Intelligence solutions that may be matching the incident's criteria (like Category or Short description) and overriding the desired group.

You can explicitly define assignment rules for incidents to ensure the right group or user is identified based on criteria. If you have existing assignment rules that are firing before the system checks Fred's specific group memberships (X or Y), those broader rules might be directing the incident to the wrong group. Assignment rules are managed under System Policy > Rules > Assignment.

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[DHANUSHKODv]

Hello@mackl
In business rule for auto populating i couldnt find the this vertical and br is available is not for the vertical I am looking..
So IF assignment matrix plays any role for this?