disable auto assignment of tickets.

[burch]

is there a way to disable the auto assignment of tickets?   It's causing problems and it's not something we are going to ever be able to use.

Thanks

[xiaix]

I'm not familiar with your ServiceNow instance, so I can't answer your question "Where are business rules configured for the security operations application?"

I can tell you where to start looking though.

Open up one of those tickets, then right-click in the top grey area (header):

[Abhinay Erra]

Hi Joshua,

  There is a business rule with name "Request driven dispatch" which auto assigns the security incident.

[xiaix]

Ah, taken from here:   Business rules installed with Service Management Core

So it's particular to having "Service Management Core".   I check our instances for the aforementioned "Request driven dispatch", and it comes up blank.   Perhaps Joshua has this in his instance.

[German Alvarez2]

Hi,

If you don't find the Business Rule they refers to, also is used the module called "Assignment" (System Policy --> Rules --> Assignment)

Each register is a set of rules to assign the tickets. There you can set conditions to apply, and also what to do if it fulfils the conditions. Check there.

[xiaix]

Nice, German.   I never thought to look there.   Excellent find.