Can Change requests be associated with a business services and routed

[Gemma4]

Hi everyone, 

Is it possible to associate users with a specific CI. Then if the user calls in to report an issue, depending on 1 or 3 ci's the change ticket can be routed. Is this done in a flow, or business rule or ci or auto assignment. Just seeking to understand what is possible before gathering full requirements. 

thanks for any feedback you can provide based on ci and assignment group routing. 

[SanjivMeher]

Are there CI owner mapped to those CIs? If yes, you can use a Business rule or Flow to identify the CIs.

If you want to assign to a group, there should be an owning group or support group field which you can utilize the assign the change request/task to a group using a BR/Flow.

[Gemma4]

There is a business owner, technical owner associated and yes there is a support group assigned..So this would be handled through a br and or flow? 

Along the same lines, if a user reports an issue, can we auto route it based on the caller location..using a business rule

[Dr Atul G- LNG]

Hi @Gemma4 

Yes, if the user record exits on CI we can use that, buy do you want to put those user in assigned To?

If yes then just to update there is ootb BR auto assign Group based on CI/ SO if a Service has Chaange group filled it get populated in change assignment group.

When you say user location, where you want to route?