ITSM- Workflow

[thullurishalini]

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

[VishaalRanS]

Hi @thullurishalini

To configure workflow transitions that automatically assign incidents to the appropriate support group based on specific criteria, follow these steps tailored for platforms like Jira and ServiceNow:

 

General Steps for Configuration

1. Define Workflow Criteria:
   • Identify the specific criteria that determine which support group should handle an incident. This could include factors like incident type, priority, or specific keywords in the incident description.
2. Access Workflow Settings:
   • Navigate to your workflow settings in your chosen platform (e.g., Jira, ServiceNow). For Jira, go to Settings > Issues > Workflows and select the workflow you want to edit.
3. Add Transitions:
   • Create transitions between statuses that will facilitate automatic assignment. In Jira, you can add a transition by selecting the Add Transition option within the workflow editor.
4. Set Conditions for Transitions:
   • Implement conditions that must be met for the transition to occur. For instance, in Jira, you can use conditions to check if the incident type matches a certain value or if it falls within a specific priority range. In ServiceNow, you can configure automatic transitions based on data in the workflow record.
5. Utilize Post Functions:
   • Configure post functions that execute after a transition is completed. This could include automatically assigning the incident to a specific support group based on the criteria defined earlier. In Jira, this is done by selecting post functions during the transition setup.
6. Test Your Workflow:
   • After configuring your transitions and post functions, test the workflow to ensure incidents are assigned correctly under various scenarios.

Thanks, and Regards

Vishaal

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[Manikanta Kota]

Hi @thullurishalini 

Workflow Automation - ServiceNow Refer This , By using some Key word Conditions In Short Descriptions You can Redirect the Incidents To Related Teams.

ex : Short Description Contains ITG -- it will Assign to ITG team like that .

Should my answer prove to be helpful, kindly mark it as such by clicking "Accept as Solution" and "Helpful."

regards,

Manikanta. Kota

[Ramesh_143]

Hi  @thullurishalini 

To automatically assign incidents to the appropriate support group in ServiceNow based on specific criteria, you can use:

1. Assignment Rules:
   Define rules that automatically assign incidents to groups based on conditions (e.g., category, priority).
2. Business Rules:
   Create custom logic with scripts to dynamically assign incidents to support groups based on more complex conditions.
3. Workflow or Flow Designer:
   Use workflows or flow designer to include assignment steps as part of the broader incident management process, using decision logic to assign incidents based on defined criteria.

Each method helps automate the assignment process, ensuring the right group handles the incident.

Thanks & Regards,

Ramesh

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