Ticket enrichment rule bypassing the default ticket assignment rule

Products

• DX SaaS

Issue/Introduction

You are using the ITSM channel for the notification, They have  ticket assignment rules setup with 3 condition -

- The assignment group associated with the impacted CI in the CMDB will be the ticket's assignment group.

- If the condition first fails. a service mapping json file which has the services mapped with the respective assignment group id and based on the impacted service the assignment group is mapped from the service mapping json file.

- If the first two conditions fail the ticket gets assigned to the default assignment group.

You added the ticket enrichment rule feature and set the rule in the alarm policy with the respective team id.

You observed that the ticket enrichment rule is taking precedence over the default ticket assignment, which is not the expected behavior.

Resolution

OI Development team confirmed that this is working as per design. Ticket enrichment rules will always take precedence.