Incident assignment

[Sandhya23]

Hello All,

What is the most effective method for assigning incidents with default assignment groups based on combinations of category and sub-category field values? Assuming there is a predefined default assignment group set from the dictionary override entry.

Regards,

[Maddysunil]

@Sandhya23 

The most effective method for assigning incidents with default assignment groups based on combinations of category and sub-category field values is to use a combination of Data Lookups and Dictionary Overrides. This method allows you to maintain a flexible and easily configurable mapping of categories and sub-categories to assignment groups without the need for complex scripting.

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks

[Sandhya23]

Can you please elaborate more on combination of Data Lookups and Dictionary Overrides.

[Jitendra Diwak1]

Hi @Sandhya23,

This can be achieved by Assignment Rule(sysrule_assignment). You just need to create the create and select your cat and subcat.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Thanks

Jitendra

[Sandhya23]

Hi Jitendra,

The default value configured in the assignment group field via the dictionary override entry takes precedence over the Assignment Rule (sysrule_assignment). As a result, the assignment group configured by the Assignment Rule (sysrule_assignment) does not take effect. Consequently, I tried using client scripts to set the assignment group based on the values in the cat and subcat fields. While this approach works, I am seeking the most effective method to achieve this.