Need help on Assignment Lookup Rule Customization

[Community Alums]

Hello Friends,

I have a small query,

Can we customize assignment Lookup rule which will trigger only once for a particular record.

I mean, We have assignment lookup rules configured for incident table for category and sub category. Based on this assignment group triggers. But once the ticket is acknowledged (State changes to In Progress) irrespective of changing of Category and Subcategory, Assignment group should not change.

Is it possible? Please Help!

Regards,

Rajesh

[Robbie · Accepted solution]

Hi @Community Alums,

So the logic and behavior your'e after is achievable, but not via an assignment rule. You can easily control this via a Client Script or UI Policy / Data Policy to make the Assignment Group field read only under certain conditions (In Progress and Assigned to a certain group after initially being assigned to Category / Subcategory etc).

My question is however, why is it that the Assignment group cannot be changed? Is that during the entire ticket lifecycle? What happens if it does need to be changed? How would that be possible? Should only the members of that group be able to change it? These are maybe questions you want to ask the stakeholder / business who are requesting this.

However, to answer your question directly, in order to make the Assignment Group read only, implement a UI Policy. You cannot use an Assignment rule for this.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[Mark Manders]

This is what the assignment rules are for. If you don't want them to work like this, you need to stop using them and use flows or business rules to do the same, but then only for when state is not yet in progress.

[Community Alums]

Hello Robbie,

Just I wanted to check if there is any way if can limit this functionality once for a record with out creating a script(Preferably with Assignment Lookup Rule).

Answering to your question, the assignment group should be changeable but this must be done manually. But whenever user is changing the Category and Sub category, The assignment group is automatically changing (because of Assignment Lookup Rule). 

Thanks, Rajesh