Update Assignment Group for Incident

[Hafila Hatta]

hi. we have assignment rules in place to assign incident to assignment groups based on category field. now, how do we get the assignment group to be updated if the category field has been changed?

for example:

INC category is software assigned to software team. now user changed the category to hardware, how to automatically reassign this to hardware team?

[Mark Manders]

Create a new flow on category change and set the assignment group accordingly.

[Sandeep Rajput · Accepted solution]

@Hafila Hatta You can create a business rule which will trigger on before update when the incident category changes. Inside the script of this business rule you can write a script which will query the sysrule_assignment table.

You can refer to this post https://www.servicenow.com/community/csm-forum/execute-assignment-rule-on-demand-by-script/m-p/40234... where the author has suggested the same script.