To make sure Submit operations complete successfully, you must define the assignment mappings for each module. These mappings are defined in the CFG:Assignment form. You need administrator permissions to modify this form.
The following scenarios explain how the assignments are mapped when a custom template is used:
When a Service Request is submitted, the CFG:Assignment form is reviewed before a custom template is considered. Thus, when an Incident Request is to be created, the CFG:Assignment form is considered for - General - Event to assign the Incident to a Support Group, then removes the group with the Custom Template assignment.
When an Incident is created on Submit and the CFG:Assignment does not have an Incident Owner set up, then the Group that is assigned to the Incident is also assigned as the Incident Owner.