Mapping between ticket category and Assignment group

[vidyajadhav]

How to create the mapping between ticket category, sub category and Assignment group.

Requirement: Group 1s escalate to group 2s after 24 hours. Group 2s escalate to group 3s after 48 hours.

How to implement this escalating to group requirement in Servicenow.

[GlideFather]

Hi @vidyajadhav 

for the assignment of groups, you can us Assignment rules:

There you can set the conditions for categories and subcategories.

However for the escalation, you will need to apply via (Work)Flow or any other method,

Please tell me where have you gotten stuck and I will try to help you continue

[GlideFather]

@vidyajadhav do you have any progress with this?

[vidyajadhav]

Hi @GlideFather 

How to pull the category and sub-category tables in Assignment rules

[GlideFather]

Hi @vidyajadhav 

first you must select a table, then all the available fields will appear and from these you can select category and subcategory:

And you will create as many records as needed.

For example:

Category: Network, Subcategory: Email > assignment group 1

Category: Network, Subcategory: VPN > assignment group 2

Category: Hardware > assignment group 3

Etc...

Thank you for accepting this solution