Issue with populating the Assignment group based on Service Offering and Configuration Item

[Suggy]

OOTB we have a Business rule "Populate Assignment Group based on CI/SO" which populated the Assignment group based on SO or the CI.

We have multiple Service offerings based on region. Each SO has got region wise Service Desk groups.

The have also populated the Support group details for the CIs

Problem statement:

On the INC form, both SO and  CI is populated. Based on the above script logic, the support group of the CI takes precedence.

But we want the incident to be routed to the respective Help desk queue first.

Should I customize the script to meet the requirement? (Generally we avoid modifying OOB scripts). 

And this is a general situation in every org (multiple SOs will be there right), How are you handling this situation today? 

[palanikumar]

Hi,

This BR updates assignment whichever field is recently updated (CI or SO). If you don't want to consider CI, if SO is populated then you need to customize this BR. There is no other option available

[niksn123]

Hi @palanikumar My question is more towards how are others handling the situation when both CI and SO is popualted on the INC form (where the support group is different for the CI and SO)

[Uncle Rob]

What is the catalyst?  Is there a certain point in the Incident's life where I must intentionally assign?
Or is this a case where you want the assignment group being set as soon as you populate a Service Offering or CI?

[niksn123]

Hi @Uncle Rob  We wanted to use the OOB BR 'Populate Assignment Group based on CI/SO'

Our requirement is to automatically set the Assignemnt group once the Incident is submitted.

As I mentioned, we have 'support group' populated for both CI and SO.

Question is - For incidents where both CI and SO is populated, to which group the incident should be assigned?

I know that in this case, based on the OOTB BR, the INC gets assigned to the support group of the CI, but we have many cases where the support group of CI assigns the INC to the support group of the SO.

They are asking us to tweak the rules to assign the inc directly to the support group of SO.

There may also be few cases where the issue can be handled by the support group the CI.

So we are looking for best practices on how to handle this situation/what is the recommendation/how are others handling when both CI/SO is populated on the incident form.