Efficient way for external tool to assign incidents to the right Assignment group?

[Suggy]

We have an external system that wants to create incidents and assigns it to respective assignment group in ServiceNow.

There are around 100 groups.

To assign INC to the Assignment group, we need to send sys_id only? If yes, external tools team should store sys_id of all those 100 groups?

Is that the only option? Any alternate options? They are telling its tedious to store sys_id of every group.

[Dr Atul G- LNG]

Hi @Suggy 

Greetings!!

You want to assign in ServiceNow or in external system?

[Suggy]

Hi, I want to Assign in ServiceNow.

[James Chun]

Hi @Suggy,

The external system doesn't have to assign an Incident to a group.

All it has to do is populate the necessary fields (e.g. category, CI).

Once that's done, you can create an Assignment Rule in ServiceNow to assign the Incident to an appropriate group depending on the values of the Incident.

By doing this, you can standardize the process of assignment in a single place.

Cheers

[Suggy]

Hi @James Chun but that is our requirement. External system has logic built within that tool and they want to have the ability to assign from their end 🙂