incident assignment

[tGhadage]

Hi guys,

have requirement where 

If category is test one
Subcategory is reporting
Item is ServiceNow.
Assignment group is Power test.
then ticket will get assigned to Abel Tuter or jane foster.

can anyone please help on this!!! 

thanks!!!

[tGhadage]

also same has to be for change request where i need to add approvals 

please suggest me how shall i proceed.

[SN_Learn]

For that I would suggest using workflow and use if condition block and define your conditions then utilize the group approval/user approval block and define the group who need to approve.

[Ehab Pilloor]

Hi @tGhadage , 

If any one condition should be satisfied then use OR operator, otherwise use AND operator in assignment rules condition. It would be better to have one user for assigning incidents as you may not know which assignment rule would run first in case of assigning to 2 users.

If you found my reply helpful, please mark it as solution/helpful.

Thanks and Regards,

Ehab 

[Dr Atul G- LNG]

Hi @tGhadage  

Is Able Tuter or Jane Foster is part of this group / members?