incident is promoted to MIM, assignment group should not get changed

[pujitha K]

Hi Team,

I have a requirement that whenever incident is promoted to Major Incident management the assignment group, assigned to and state should not change.

I have written business rule to achieve the scenario PFA snapshots

Like when incident is promoted to MIM the assignment group is setting back to previous assignment group which is working as expected but regarding assigned to we are getting message as below.

"is not a member of Major Incident Manager group, so Assigned to field has been cleared " 

Even though user is part of the assignment group, setting different assigned to i.e. "SRE-Agent " after some time

So please check and let us know to proceed further.

Thanks,

Pujitha

[RaghavSh]

@pujitha K I dont think you need to write any custom BR for this, there should be an OOB BR which is changing the assignment group when incident is promoted, I believe you can disable that BR or make changes to that BR based on your requirement.

Please mark the answer correct/helpful accordingly.