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.

[Sneha76]

Still I have a sir My requirement is whenever user select category, subcategory, configuration item, service, service offering at a one time then assignment should be populate according to all the field values

[shloke04]

Okay. If you need to do to check all at once then follow the steps below:

1) Navigate to the module "Assignment" as shown below:

Now here click in New and you can define all your condition including Category, Service, CI, Sub Category and then auto populate Assignment group as shown below:

Now select the Assignment group to whom you want this to auto populate as shown below:

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

Regards,
Shloke

[shloke04]

I have tested this on my instance and when you select the combination which you have defined it will auto assign it to the group you want.

Let me know if still there is a query.

Regards,

Shloke

[Sneha76]

Can you tell me one more question related to ui action Requirement is - As an Incident Process Owner , I want Assignment group member, to have an option to review and update category/Subcategroy/Impact/Urgency/Service/CI Assignment_Group or Assigned to,Short Description and Description