ITSM- Workflow

[thullurishalini]

How do you configure workflow transitions to automatically assign incidents to the appropriate support group based on specific criteria?

[Sandeep Rajput]

@thullurishalini You can use Assignment rules for this purpose, use of workflow would be an overkill just for this purpose.

Please refer to https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/task-table/concept/c... to know more about assignment rule.

[Dr Atul G- LNG]

Hi @thullurishalini 

https://youtu.be/3oVG8slkpJQ

[Anantha27]

Hi @thullurishalini 

To configure workflow transitions to automatically assign incidents to the appropriate support group based on specific criteria, follow these steps:

1. Edit the Workflow: Access the workflow editor in your incident management tool (e.g., Jira).
2. Select Transition: Choose the transition where you want to add the assignment rule.
3. Add Post Function: Add a post function to update the assignee field.
4. Set Criteria: Define the criteria for assignment (e.g., incident type, priority).
5. Assign Support Group: Specify the support group or user to be assigned based on the criteria.

[Sai Krishna6147]

Hi @thullurishalini 

To configure workflow transitions in ServiceNow to automatically assign incidents to the appropriate support group based on specific criteria, you typically use Business Rules, Assignment Rules, and/or Flow Designer. Here's a step-by-step guide:

1. Create Assignment Rules

Assignment rules are used to assign incidents to a group or individual based on specific conditions.

Steps:

1. Navigate to Assignment Rules:
   Go to System Policy > Rules > Assignment Rules.
2. Create New Assignment Rule:
   Click on the New button to create a new rule. Give it a name like "Assign Incident to Support Group."
3. Define Conditions:
   Set conditions based on the incident fields like Category, Subcategory, Priority, or Custom Fields that will determine which support group is assigned. For example:

• Category is Network.
• Subcategory is VPN.

1. Set Assignment Group:
   In the Assigned to field, select the support group that should handle incidents matching the criteria.
2. Save and Activate:
   Save the assignment rule and ensure it is active.

2. Using Flow Designer for Advanced Logic

If you need more complex workflows (for example, with additional criteria or notifications), you can use the Flow Designer.

Steps:

1. Navigate to Flow Designer:
   Go to Flow Designer by searching for it in the application navigator.
2. Create a New Flow:
   Click on New and create a flow, giving it a descriptive name (e.g., "Incident Assignment Flow").
3. Define the Trigger:
   Set the flow to trigger when an incident is Created or Updated.
4. Add Actions:

• Use If conditions to define criteria (e.g., if the category is “Network”).
• Add an Action to assign the incident to the correct support group based on these conditions. This action will set the Assignment Group field.

1. Test and Activate the Flow:
   Test the flow using sample incidents, and once verified, activate it.

3. Use Business Rules for Custom Logic

If assignment rules and Flow Designer don't fully cover the complexity you need, you can write a Business Rule for custom logic.

Steps:

1. Navigate to Business Rules:
   Go to System Definition > Business Rules.
2. Create a New Business Rule:
   Click on New and give the rule a name like "Incident Assignment BR."
3. Set Conditions:
   Define when the Business Rule should run (e.g., on Insert or Update of an incident) and the conditions (e.g., Category is “Hardware”).
4. Write the Script:
   In the Script section, you can write logic to check the incident fields and set the Assignment Group field accordingly. For example:

if (current.category == 'Network' && current.subcategory == 'VPN') {
    current.assignment_group = 'Network Support';
}
​

• Save and Test:
  Save and activate the business rule, then test it using sample incidents.