What is the best way to set an assignment group based on other field values?

[gjz]

I have a question about the best way to set an Assignment group based on other field values on an Incident.

A 3rd party tool is auto-creating Incident records - which works fine - but we want to route them to the appropriate group based on data that is in the Incident record.

I've looked at Data Lookup Rules, Assignment Lookup Rules, Decisions but none seem to be able to do what I want, which leaves me with a business rule.

I have three fields on the Incident to use to determine which assignment group to pick: Category, Subcategory and a Configuration Item based on an edit.  If the configuration item starts with "WC" I want the Incident assigned to group A, and if it doesn't start with "WC" I want it assigned to group B.

Is it possible to do this without having to write a business rule?  How?  I've never used Data Lookup Rules, Assignment Lookup Rules or Decisions.

[Julia Perlis · Accepted solution]

Hi, 

You can use decision tables and a flow to manage this logic and automation in a flexible user-friendly way. 

• Install Decision Builder if you don't already have it (free app that supports Q, R, S, T releases and provides a more user-friendly decision table UI)
• Create a decision table with one input for "Incident" (Type = reference)
• Add condition columns for fields on Incident you want to use in your logic (can also use fields from related records by dot walking when you create the columns)
• Add a result column of Type = reference.sys_user_group to specify assignment groups for your rules
• Add rows to the table to define your logic (any empty cell in the table is equivalent to "anything")
• Use the "Make a Decision" action in Flow Designer to run new Incident records through the decision table logic and then update the Incident record with the result

I hope this helps! Screenshots below. Please add a comment if you have questions or if this doesn't address your requirements.

[gjz]

Thanks Julia - I used a Decision Table and it works great!

[Julia Perlis]

Glad it solved your problem and works great!