Assignment group Auto-populate based on the caller's assigned groups

NishaB · ‎01-27-2025

Hi,

When I'm creating an incident record, I want the Assignment based on the logged in users Assignment group. I want the assignment group to auto-populate based on the logged-in user's or caller's assignment group. If there are multiple groups, it will show all groups available for selection in the alphabetical order. How to do this?

Dr Atul G- LNG · ‎01-27-2025

Hi @NishaB

You can do it via the assignment rule but not sure if will it work on the same user with multigroup mapping.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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NishaB · ‎01-27-2025

Can you tell me on how to do this?

Dr Atul G- LNG · ‎01-27-2025

Hi @NishaB

sorry not via assignment rule, you can use the data lookup.

https://youtu.be/0odW2ERkfG0?si=AUVQnkg51LMyYOMU

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Mark Manders · ‎01-27-2025

Why? This doesn't really make sense. You already assume that a caller is a member of an assignment group? This could end up being an incident assigned to the caller himself. How will you ever get an incident to another group (of which the caller isn't a member)?

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark