Assignment group approvals

[DwainG]

We have a business-to-business ServiceNow setup.

I would like to know if it is possible to implement an approval process before an incident is assigned to a group.

Specifically, before the customer assigns an incident to a particular group, such as Major Incident Management, it would be flagged and sent to an approver for review. This would then be approved or rejected before the assignment proceeds.

Thank you in advance

[Amit Verma]

Hi @DwainG 

You can create a flow in Flow Designer for your requirement. You can keep the trigger as Incident Created and then make use of Ask for Approval action to seek approval. Post approval, based on the approval decision made, you can make use of Update Record action to update the incident assignment group accordingly or terminate the flow.

Thanks and Regards

Amit Verma

[DwainG]

@Amit Verma that sounds good! does that mean the incident wouldn't be created until approval? 

or (what would be ideal) can the incident be created and assigned to a first response team then upon re-assigning approval action can happen before assigning it to major incidents? 

Thanks for all your help