Some(2 or 3) RITM requests are not routed to particular assignement group

[Aditya1204]

We have checked for all the requests that have been raised under PTO and HR system support catalog items are directly assigned to particular assignment group in PROD except 3 or 4 affected tickets which we found that not automatically assigned to the particular assignment group in PROD.

The issue is not reproducible in lower Instance for same users and same catalogs

Please suggests on this.

Thanks in Advance

[Community Alums]

Hi @Aditya1204 ,

The different data lookup rules defined on the matcher table all have the same order value. The rules range from very general where only one of the dependent columns is defined to very specific where all four dependent columns are defined. What happens when they all have the same order value is that the system latches on to the super generalized rules and won't change until the base condition no longer matches.

Raise the order value of the more general rules so that they are evaluated last by the system and won't get stuck.

1. Look up the more general data lookup rules.
2. Increase the order value from 100 to say 200
3. Observe the assignment group changes whenever the conditions match a new lookup rule