incident assignment issue.

[mathewirene]

There was an issue stating that "Incident was created and assigned to assignment group A
But when assigned, it remained on the name of X who is member of the Group B.
the user X is not a member of  group A team so this is not an expected behavior
Can this be investigated and resolved?

Actually the incident was created by X through a interaction and when X tried to assign it to Group A , still the assigned to field showed his own name, but it must ideally remove his name and must be available blank for selection from Group A. 

What can be the possible reasons here, how can i investigate it. where all should i check it.

Note: We had a platform upgrade done to  Zurich version. Can this be related to upgrade.

[PrashantLearnIT]

Hi @mathewirene 

Can you please check the dependant value of assigned_to field dictionary? If that's set correctly or not please let me know. Refer below screenshot to check dependant value:

[mathewirene]

Hello @PrashantLearnIT , 

yes the assigned to is  set dependent to assignment group only

[mathewirene]

Actually i tried creating the interaction record which was assigned to me and later i created a incident from it and after giving the service offering and service the assignment group was changed from group B where the X is a team mate to Group A automatically. Initially it was set to Group B which was readonly field and i could not make changes to it. But after changing this service offering and service it was automatically changed to Group A and the assigned to field is empty 

[Ankur Bawiskar]

@mathewirene 

I don't think any OOTB mechanism clears the assigned to field if the INC is reassigned to other group.

you can handle this using custom solution

see this link for client script approach, you can implement the same using before update BR when Assignment Group Changes and Assignment Group IS EMPTY

Assigned to not clearing when Assignment group changes on Catalog Task 

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