Setting a "Default" group for users...

smaxwell
Kilo Contributor

‎11-21-2014 04:46 AM

My organization is such that many support staff belong to multiple support groups.

 

I need to understand the following:

 

We have the system configured to auto assign a task (i.e. Incident) to the support person that creates the task... How does Service Now select which group to use for the assignment when creating the task?

 

In order to reduce the need to reassign the task to themselves under the preferred support group... Is there a way to configure the system to designate a "default" group for the support staff?

 

Thanks,

-Scott

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Harish Murikina
Tera Guru

‎11-21-2014 04:48 AM

Hi Scott,



                                Please check this link for assignment rules.


Defining Assignment Rules - ServiceNow Wiki



Regards,


Harish.


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Michael Ritchie
ServiceNow Employee
ServiceNow Employee

‎11-21-2014 04:51 AM

I have seen a few ways of doing this but the most common was creating a group reference field on the User table to store the users default group. Then a business rule or assignment rule can dot walk to get that value and set the task accordingly. Obviously you will have to have process automation to maintain this group, though could be set in an LDAP transform map.


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