Incident management

[sayyed shabana]

Hello Folks,

Please help me to understand for below,

I have 1 incident record which was not assigned as per the expecting , for all other records happened as expected.

Issue is incident usually picked- up assignment group if any user raises the incident from portal but not happened only for 1 record and i tried to recreate the issue in non-prod instance all working as expected but i am still idle on this issue.

please help me what is actually root cause foe this.

Note : checked lookups and record producer and audit history as well but no luck.

[_Gaurav]

Hi @sayyed shabana 
This happens sometimes, in that case, you need to check the assignment rules or the configuration you've done for this incident and then check the user profile whether it satisfies the criteria or not.
If possible please add the snippet of the configuration.