Route Incidents

[Brian Lancaster]

We are doing some testing with users and it has been requested that we make it so that these users incidents go to special group we want to setup.   I tried to use an assignment rule but it is getting overwritten by the systems rules on routing tickets based on the users location.   I have tried to setup a BP but that is not doing it either.   What is the best way to get it so that to route these users accounts to this new group?

[BenPhillipsSNC]

Hi Brian,

It sounds like you want the incidents to automatically get assigned to a specific Assignment Group, based on the user, is that right? Is it based on what group the user is in? Or their location? Whatever that logic is, I would try making a before insert and/or before update Business Rule based on that logic. If it gets overwritten by another Business Rule, that probably means it's order is too low. Bump up your BR's order so it is higher than the system one (which is probably 100), and yours will fire later, thus doing what you need.

Thanks

[Brian Lancaster]

We here basing it on the user themselves.   I was going to have a specific list of names and their incidents were going to be routed to a specific group.   However due to us being relatively new in service now we new most users would still try and put their tickets in via email.   Eventually I figured out that email bypassed the assignment rules as it worked if I logged an incident through self service.     Ultimately we decided not to follow this course of action.

[bammar]

Brian   you should be in the "Assignment" area under the System Policy Application. If you have multiple rules that may conflict like int his case , pay attention tot he order field ( if it is not on the form add it, or add it to the list view of the assignment rules. You should make your new rule have a lower order number than the rule that is intercepting the incidents. You dont really need Business rules for the type of routing your doing.