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 · Accepted solution]

Also for this Acceptance criteria of yours "Ensure only groups where active = True and Type = itil can be selected in the Assignment group field " add the below condition in the screenshot as highlighted in Red :

active=true^typeLIKE1cb8ab9bff500200158bffffffffff62

Sys id here is for checking the type of group is ITIL or not.

So I have given you solution for both the requirement which you need here. Let me know if you have  follow up query.

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

Regards,
Shloke

[Sneha76]

There is any way to autopopulate assignment group based on these requirements like whenever user change the values like category, subcategory, configuration item, service offering assignment group should be populate.

[shloke04]

Sneha, the procedure which I have suggested above to use "Assignment Data Lookup" will do what you are looking for.

Please try it first. It will auto populate Assignment group when ever any of these fields changes

But you need to define that first the mappings, like say when category changes this will be the Assignment group which will be auto populated.

Advantage of this method: You do not need to write any unnecessary script here and with Zero code you can achieve what you are looking for.

I have tested this in my PDI instance and it works fine as you need. Try it and then let me know if you are facing an issue will definitely assist you.

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

Regards,
Shloke

[Sneha76]

Okay I try it then I will tell you.

[shloke04]

Sure Sneha.

Let me know if you are stuck or having an issue . 

IF it works then please mark my answer as correct and close this thread for others.

Regards,

Shloke