Assist on ITSM

[Snow preck]

If the Assignment group is empty on an incident record, what happens when an agent that is a member of multiple user groups clicks the Assign to me UI action?

• A. An error is displayed indicating the agent must manually assign the incident
• B. The agent is prompted to select the Assignment group 
• C. The Assignment group field automatically populates with the agent's primary group
• D. The Assignment group field will not populate

Prior to Quebec, when you click Change > Create New, which page is displayed ?

Change Wizard

Change Catalog

Change Interceptor

Change Form

Change Landing Page

Your implementation has some legacy change types with workflows, and also some new change models. What option for Change Create New will support your scenario ?

Change Overview

Change Landing Page

Change Catalog

Change Interceptor

[Akash4]

Hello,

1. Assigned to is a field dependent on Assignment group in OOB Incident Management, hence its essential to fill Group first then goes to user. B must be correct.

2. The Create New change will take you to Change Landing Page in recent times which consists of Models and Preapproval templates. But before Quebec it is Change Interceptor that is being used.

3. This is about combination of usage of old change types (Normal, Standard..) with new Models. As ServiceNow incorporated to handle both in Change Landing Page that is still available in Washington DC.