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

[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.

[Ankita Kapoor1]

Yes Anup.. If a user selects Hardware as a category and types Hard/ Harware in short description, it will auto assign to HArdware assignment group.