This documentation supports the 20.08 version of BMC Helix Platform. 
To view an earlier version, select 20.02 from the Product version menu.

Troubleshooting automatic assignment issues

This section describes issues that you might encounter while enabling automatic assignment for application requests. You can use the return codes and their descriptions, that you configured when defining an assignment policy, for debugging purposes.

The following table provides information about the return codes and their descriptions:

Return codeReturn code descriptionAssignment status
0Support group is assigned.Assignment is successful.
1Support group and individual assignee are assigned.Assignment is successful.

Support group is assigned, but cannot find the individual assignee for assignment.

Assignment has partially failed.


Verify whether any persons are associated with the support group.


Cannot find the support group for assignment.

Assignment has failed.


Verify if the assignment rule is disabled. If the assignment rule is enabled but does not successfully qualify, configure rule with the required valid qualification. 

4 Assignment policy is disabled.

Assignment has failed.


Enable the assignment policy.

5The assignment policy specified is incorrect for this record. 

Assignment has failed.


Verify whether you have associated the correct policy with assignment process.

Related topic

Enabling automatic record assignment in an application

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