Auto assignment of incident to groups based on keywords mentioned in short description.

[Ankita Kapoor1]

I have a requirement where incident must b auto assigned to the group based on the keywords mentioned in the description. Kindly assist

[Tushar Sharma2]

Please mark as a correct answer if this is working perfectly or let me know if you have any further query.

-Tushar

[khickle]

Is it possible to use wildcards in auto routing table? Like this - Q*JDE ? 

[Munender Singh]

Hi,

yes that is possible ,Kindly create a new BR with the following condition:

if( current.["Value" for the short-description].toLowerCase().indexOf('keyword1') >=0)

{

        current.assignment_group = "[sys_id of desired assignment group1]";

}

else if(current.["Value" for the short-description].toLowerCase().indexOf('keyword2') >=0)

{

current.assignment_group = "[sys_id of desired assignment group2]";

}

---

---

else {

current.assignment_group =' ';

}

Regards,

Munender

 **let me know in case of any issues

[Ankita Kapoor1]

Need further assistance on this. Can you please help.

[Ankita Kapoor1]

I added below mentioned code but it is not working:

if(current.task.short_description.toLowerCase().indexOf('software') >=0){
current.assignment_group = "f8ae13d86fcfd100934ecccc5d3ee45a";
}