Incident Task from Incident Record

[Arijit Saikia]

I am using Flow Designer to create Incident Task from a P1 or P2 incident that changes state to Resolved.

I want the incident task Assignment Group to the original Assignment Group if the group name contains 'IBM'.

Scenario - when an incident is raised and assigned to a group which contains "IBM" and then the priority is changes to p1 or P2, the Assignment Group automatically changes from IBM to "Major Incident Management" group.

How do I assign the Incident task to the original group if the group name contains "IBM" using flow designer. Or do you recommend a Business Rule? If BR please give some detailed steps.

[AnveshKumar M]

Hi @Arijit Saikia 

If you use a business rule, you can use History Walker to get the initial assignment group.

You can try exploring the documentation here at https://www.servicenow.com/docs/bundle/yokohama-api-reference/page/app-store/dev_portal/API_referenc... 

Please mark my answer helpful 👍 and accept as solution ✅ if it helped you.

[Ankur Bawiskar]

@Arijit Saikia 

when is the group getting changed?

Is group getting changed when INC is moving to Resolved?

If yes then you can use flow designer with condition as State Changes to Resolved

In that flow you will have Changed Fields and you will know the previous assignment group if it got changed

Then use IF logic to check if name contains IBM and then have your logic

refer below link on how to check the changed fields

Using the data within the "Changed Fields" Pill

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Arijit Saikia]

The group changes as soon as the priority of the ticket is a 1 or 2

[Ankur Bawiskar]

@Arijit Saikia 

why are you creating incident task after INC moves to Resolved?

Did you check the above approach?

If yes then you can use flow designer with condition as State Changes to Resolved

In that flow you will have Changed Fields and you will know the previous assignment group if it got changed

Then use IF logic to check if name contains IBM and then have your logic

refer below link on how to check the changed fields

Using the data within the "Changed Fields" Pill

If my response helped please mark it correct and close the thread so that it benefits future readers.