Assignment Group Mapping

[Chaitanya46]

Team,

We are implementating CSDM & customer is asking about auto assignement of Assignment group.

Is there any property / outofbox thing which update assignement group on the basis selected Service offering 'support group'

[SANDEEP DUTTA · Accepted solution]

Hi @Chaitanya46 ,

There is no OOTB Property or way to automate it. You will need to automate using a Business Rule.

You can use this solution : Solved: Populate Assignment group based on service offerin... - ServiceNow Community

[jstoessel]

While this does work, I have a caution about it.  Our company configured Assignment Group based on the support group from CSDM.

Over the course of years - this then became disconnected from the actual build process of building out services and offerings.  They just started to randomly create Services without any linkage to the CSDM.

Again, this does work, but should come with a governance process at some level to ensure you don't end up with Services and Offerings in the CSDM that were created only as a means to route incidents to assignment groups.

[SANDEEP DUTTA]

I agree with you on the Governance process .

[Chaitanya46]

@SANDEEP DUTTA  Thanks for immediate update.