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.

[mathewirene]

Hello @Ankur Bawiskar 

But when i try reproducing the issue in DEV , the incident created from interaction is automatically setting it to a service desk assignement group and it is readonly , i am not able to edit it. Also in the actual scenario the user belongs to this servicedesk group. so might be he is able to assign to another group.

[Ankur Bawiskar]

@mathewirene 

yes he might be able to change the assignment group but when he/she does the assigned to is not clearing out.

you can have your custom logic to clear as mentioned by me earlier either client + server side or only server side.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[mathewirene]

Hello @Ankur Bawiskar 

Actually i wanted to know the root cause of the issue so that i could share to user. Where can i check it, which all parameters should i check in?

[Ankur Bawiskar]

@mathewirene 

if you are able to replicate in DEV then you can debug and identify the root cause.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[mathewirene]

hello @Ankur Bawiskar 

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