Incidents not following the assignment rules when triggered from ess portal

[divyanaraya]

Hi ,

We have created few assignment rules based on Business unit and Domain to get assigned to specific assignment group. But these rules are not applied when created from portal. Assignment group remains empty when created from portal.

Please suggest if we need to enable any settings for the portal incidents to follow assignment rules.

Regards,
Divya

[JenniferRah · Accepted solution]

Are you using a record producer? If so, you'll have to apply the assignment rule manually in the script when you save it. We use assignment data lookups based on Category and Subcategory, but I assume the assignment rules would work in a similar way. Our script looks like this:

if (producer.cat != null && producer.cat != '') {
    var gr = new GlideRecord('dl_u_assignment');
    gr.addActiveQuery();
    gr.addQuery('category', producer.cat);
    gr.addQuery('subcategory', producer.subcategory);
    gr.query();
    if (gr.next()) {
        current.assignment_group = gr.assignment_group;
    }
}
if (current.assignment_group == '') { //if we haven't already assigned it
    current.assignment_group = '087fa520db3b7e4022d358d6dc961948';
}

[divyanaraya]

Thanks Jennifer ,

This has worked.

Regards,
Divya