Event Management: What is the best way to assign assignment group value from alert to incident?

[Ganeshm1]

Hi All,

Can anyone suggest what is the best practice or way to set the assignment group value from alert in event management? Is there any OOB recommended suggestion we have from ServiceNow for this?

Thank You!

Regards,

Ganesh

[Abhishek M · Accepted solution]

Hi @Ganeshm1 ,

You can write a assignment rule [sysrule_assignment] to map the assignment group, there you can write the script that will run only when the assignment group on incident is empty.

Or, while creating an incident via alert management rule, you can map the assignment group in create record action in create incident subflow, for reference you can refer OOB create incident alert management rule there you can refer the OOB subflow as well in the alert action tab

[Ganeshm1]

Hello @Abhishek M Thank you for your response. 

Can we utilize advanced script to achieve this functionality? Just a thought but need your suggestion here. 

Regards,
Ganesh

[Abhishek M]

Thanks ganesh for accepting my solution

I would suggest you to go with the create incident subflow since your assignment group has to be via alert, advanced script is also one way but since you would be setting other mappings for incident via subflow only. It would be better to keep all your mappings in one place.

Also, earlier we have to go with advance script since task template was used and we cannot make the mappings dynamic but prior to london you have subflow you can write the script in subflow itself to set the fields dynamically and flow is easy to debug 🙂