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.

[James Chun]

Well, I would push back on this, just because it's a requirement it doesn't mean that you have to follow it.

Since an Incident is created in ServiceNow, it makes more sense to have the assignment logic built in ServiceNow as well. And why can't you build the external system's logic inside ServiceNow as well?

If you must set the assignment group via REST API, you can use the name of the group instead of sys_id. But note that if the name changes, it will not work.

e.g.

[Suggy]

Hi @James Chun  Many people say to use sys_id when setting a value to reference group. 

When it comes to REST, is it an exception? Can you provide clarity when to use NAME vs SYS_ID