I have an issue that just started but nothing has changed with my rules or with the version.

I have an exception created for the round robin to exclude certain tickets based on the mode status. I then have a business rule that assigns to the correct technician based on a pick list within the ticket. It was working fine but now it will only assign to the correct technician if that technician is associated to that ticket group.

For example, I have 2 type of tickets, A and B. Tech 1 and 2 are associated to tickets group A and techs 3 and 4 are associated to tickets in group B. Tech 1 creates a group B and clicks the option to assign it to themselves, now its going unassigned instead of assigning it to him specifically. However if tech 1 creates a group A ticket and assigns it themselves then it works. This worked fine and then all of a sudden it stopped. I don't want to put the techs in the same group bc I only want this to happen if the tech creates the ticket themselves, not from a requester.

I am unable to attach any files to show you screenshots.