Inconsistent User Group Auto-Assignment on Incident Creation (Alerus Center)

Issue Summary

Description:
User groups configured on incident categories do not consistently auto-assign when creating new incidents. The behavior is intermittent and occurs even when following identical steps.

Business Impact:
This issue disrupts the Alerus Center command team’s incident response workflow. Automatic user group assignment is critical to ensuring the correct teams are notified in real time; failures introduce manual effort, delay response, and increase the risk of missed communications.

Environment Details

Site URL:
Alerus Center - aleruscenter.wetrack.com

Affected User Name:
Chase McDermott - Chase.McDermott@oakviewgroup.com
Breanne Sypherd - Breanne.Sypherd@oakviewgroup.com

Reproduction Steps

Navigate to: WeTrack > Incidents > Create New Incident
Select an incident category that has a User Group assigned in category configuration
Create the incident (issue occurs regardless of whether other fields are completed before or after saving)

Verification

Reproduced on:
Customer site and Hayley's sandbox site

Notes:
Hayley and Megan were able to reproduce the issue multiple times on the customer site. Behavior was inconsistent across attempts, even when using the same category and following identical steps. No data changes were required to observe the issue.

Behavior Description

Actual Outcome:

User group does not reliably auto-populate on the incident
Department field also fails to sync consistently
Behavior appears sporadic and non-deterministic

Expected Outcome:
When an incident category has a user group assigned, that user group (and associated department, if applicable) should consistently auto-populate on every newly created incident.

Supporting Evidence

Video:

Customer-provided video from Chase demonstrating inconsistent behavior - Screen Recording 2025-12-16 201350.mp4
Internal video from Hayley recreating the issue during testing - https://us06web.zoom.us/clips/share/A2F3MRZKT1pYNHZfQlNsdXhDWV9oSk1KbGZ3AQ