How can I populate Assignment group, based on category, subcategory, configuration item, service,service offering?

[Sneha76]

Hello,

As an Incident Process Owner, I want the Assignment group to auto populate based on particular criteria when an incident is first raised to save me time.
Remark: This is one of the ways for Incident Auto Assignment, Assignment logic can be based on multiple options ,
a. default Assignment to one Group
b. Assignment based on Category and Subcategory
c. Assignment based on Configuration Item (CMDB needs to be mature for the same)
d. Assignment based on Service/Service Offering Data (Foundation data for Service/ Service Offering maturity ois desired)
Auto Assignemnt logic needs to be discussed and ageed, and story needs to be updated accordingly

Acceptance criteria should be--

When an incident is first created the Assignment group field should be defaulted to the Help Desk group

Ensure only groups where active = True and Type = itil can be selected in the Assignment group field 

Thank you.

[shloke04]

Hi,

Please follow the steps below to achieve your requirement:

1) Set the default value of Assignment group as shown below which will ensure that when ever the Incident is created by default it is assigned to the group you want.

2) In order to set dynamically Assignment group based on category, sub category or Configuration item, you need to make use of "Assignment Data Look Up as shown below" as shown below

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[shloke04]

For your reference I am adding the screenshot for the solution as well which you need to follow to achieve this requirement:

1) In order to set the default value, Right click on Assignment Group field as shown below and select "Configure--Dictionary"

Now scroll down to "Dictionary Overrride" related list and open the record for Incident as shown below in Red:

Now set the sys id of the group which you want to default it to as shown below:

Now for your second Acceptance criteria, better solution is to make use of OOB capability i.e. Assignment Data Look up where you can define different combinations based on category and other field and you have the order as well based on which you can control which will be executed first.

You can define different combinations here as shown below:

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Sneha76]

And for requirement C which is based on configuration item?

[shloke04]

You can select the Configuration Item either in the same Assignment Data look up record which you are creating or create a new one for Configuration item as you need and it will work for you as shown below:

First way:

Second way :

Create a new entry in Assignment Data look up for Configuration item alone and define the order in which it should get executed as shown below:

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke