New Assignment Group does not appear when creating a new incident.

[DanielM96606079]

Hi all!!

I am new to SN and am having trouble with assignment groups. 

I created a new assignment group and added members to it.  I also gave the AG the itil role. When I go to incidents and create a new ticket, the new assignment group does not appear in the AG field.

What am I missing?

[Rohit Singh]

Hi @DanielM96606079 ,

Can you check if your assignment group is active. Open your assignment group record and check if active is checked. 

If my response helped, then please mark my response as solution accepted and hi thumbs up, so that it helps future reader.

Regards,

Rohit

[Shivalika]

Hello @DanielM96606079 

Apart from checking whether the group is active, right click on the assignment group field on the form and click "show assignment_group" - this will help us see the reference qualifier which is the conditions for the groups to be selected in the field. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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[swapnali ombale]

Hi @DanielM96606079,

When you created any assignment group there is a type field you have to select itil type by default in the incident table assignment group has references qualifier that shows only assignment group that has itil type 

Kindly mark my answer helpful and accept the solution 

[Aileen Wade]

Try setting the 'Type' field to itil or assignment on the Group and save. Then the group should be available for selection on incidents, requests, etc.