How to auto-assign an incident ticket to an specific support group based on CI?

[Gemma4]

Hi everyone, 

If a user calls in what are the options to auto route the call based on  one of 3 CI impacted. Is that possible? 

[Saloni Suthar]

Yes, you can configure the assignment rule to route the incident based on the CI.

[Saloni Suthar]

[Dr Atul G- LNG]

Hi @Gemma4 OOTb there is BR, auto assigned based on CI/ SO

 If CI or SO has support group added in record Incident will get auto assigned to that support group.

May i know why you want to assign based on Impacted CI, it will create a technical debt also impact OOTB functionality. 

[Krushna R Birla]

Hi @Gemma4 

You can create onChange client script as well to achieve this. When you select CI, based on that CI, assignment group is autopopulated on your form 

You can use below code for your reference, 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }
    
    if (newValue) {
        var caller = g_form.getReference('cmdb_ci', doAlert); // doAlert is our callback function
    }
}

function doAlert(caller) { //reference is passed into callback as first arguments
    //alert('here='+caller.support_group);
    if (caller.support_group) {
        g_form.setValue('assignment_group', caller.support_group);
    }
}

Also, you can create business rule to achieve this, 

if (!current.ci.support_group.isNil()) {
    current.assignment_group.setDisplayValue(current.ci.support_group);
}

If this solution resolves your query, kindly mark it as the accepted solution and give it a thumbs up.

Best Regards,
Krushna Birla