How the Incidents are assigned to Assignment Group if Assignment Rule of Incident is empty?

[VIKAS45]

How the Incidents are assigned to Assignment Group if Assignment Rule of Incident is empty?

[AshishKM]

Hi @VIKAS45 ,

The incident & assignment group mapping can be configure in various ways …

1) you can configure the fix assignment group in “create incident” record producer if all incidents suppose to go at level 1. ( ServiceDesk or HelpDesk )

2) If groups are based on configuration item ( cmdb_ci ) the same record producer can lookup in cmdb_ci table.

3) if group are based on category/sub-category then it can be configure in sys_choice table and record producer can lookup sys_choice table

and assignment rule ( you already mentioned) 

-Thanks 

AshishKMishra

[Bert_c1]

Hi,

Are you talking about these:

https://[instance_name].service-now.com/sysrule_assignment_list.do?sysparm_query=table%3Dincident%5Egroup%3DNULL&sysparm_view= 

There is one in my instance for the above, and it triggers a workflow.  You should be more specific on what you are asking. how are Incident records being created? what is the assignment rule?

[Dr Atul G- LNG]

Hi @VIKAS45 

OOTB BR CI/SO based BR run and pickup the support group. if no value found then it make it blank.

You can do on basis of Data look up ( Not a good case but still)

Via scripting.