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

NishaB
Tera Expert

‎01-27-2025 06:34 AM

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?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-27-2025 06:43 AM

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
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NishaB
Tera Expert
In response to Dr Atul G- LNG

‎01-27-2025 06:44 AM

Can you tell me on how to do this?

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to NishaB

‎01-27-2025 06:46 AM

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
Mega Patron

‎01-27-2025 06:44 AM

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)? 


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Mark
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