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

[Munender Singh]

Hey,

A small change needed in your code:

use this,

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

Regards,

Munender

[Sujit Poojari1]

Hello Ankita.

You can use "Assignment rules" to auto-assign incidents (or any other records) to specific groups based on some conditions. Please refer below links.

https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/incident-management/task/t_DefinAnAssignRuleIncidents.html

https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/task-table/concept/c_DefineAssignmentRules.html

Regards,
Sujit

[Ankita Kapoor1]

This does not give an optio nto auto assign using keywords in description.

Please help how can I create a rule where as user enters specific keyword like "Network", incident gets auto assigned to "Network" assignment group.

[Ankita Kapoor1]

THis does not mention how can I use short description as well, in order to auto assign to particular group.

[Anup15]

Hi Ankita,

Could you please clarify the requirement part as what exactly would be provided in the short description as a keyword.

For instance , say the incident needs to be assigned to the 'Hardware' group, so what would be the keyword provided in the short description field.

Will it be something like 'hard'?

Thanks.