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

Suggy
Giga Sage

‎06-04-2025 12:52 AM

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? 

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Barry Kant
ServiceNow Employee
ServiceNow Employee
In response to Suggy

‎06-11-2025 01:42 AM

Hi Suggy, 

it depends how your operational support model is defined. 
The ootb setup is kind of common practice, and still it depends on the content of a ticket. 

What can be done:
Of the Business Offering you define the service desk (create routing rules for this to define which service desk is needed). 
Depending on the type of ask there will be a CI known (eg: when it is a user asset) , or not (eg: in case of a application CIs in general are unknown by the user). 

When from service desk triaging is done and a potential CI is expected to be a cause the CI is filled and routing is expected to the support group of the CI (which is synced from the related Technical Offering when using Dynamic CI Groups). 

So, the concept is:
the more details we have in the ticket the better we route to the right team. 

BR,
Barry

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