The inbound action 'On-Call: Assign by Acknowledgement' checks for the reply emails from users in 'Assignment Group', and assigns the incident to the person who replied to the notification.
Here is the typical flow of the inbound action :
- An incident is created, and assigned to Assignment Group in the instance.
- A notification mail is sent to all members of the assignment group. The 'Assigned to' field is empty as the incident is not assigned to any one at this point of time.
- When any of the recipients in the group responds to the mail accepting the incident, the mail is processed by the inbound action 'On-Call: Assign by Acknowledgement', and assigns the incident to the sender of the mail.
Some times, during this flow, the incident is assigned to the incident caller, even if the caller is not part of the assignment group.
The Inbound action checks for the string 'ACC' or 'REJ' in the email body when replied by the incident caller. If the string 'Acc' or 'ACC' is found, the inbound action assigns the incident to the sender of the mail, irrespective of the user is member of assignment group or not.
There are scenarios, when the incident caller replies, they have the string 'Acc' as part of their signature. And the inbound action assigns the incident to the caller himself.
This is the OOB behavior, of the inbound action.
As a workaround, add an if condition in the inbound action to check if the sender of the email is part of the assignment group. If the sender is not part of thee assignment group, the assigned_to should not be populated.