Hello,
My customer doesn't have CMDB configuration done and we are preparing a POC to tackle some incident triaging issues. Currently they are following manual assignment of incidents. SNOW is integrated with CRM for logging tickets and dynatrace for monitoring alerts and automatically generated incidents.
We need to automate the incident assignment to the right assignment groups based on the best reference value. We can opt for category or configuration item as reference field.what will be best and cost effective ?
What are the prerequisites (since CMDB is yet to be configured) and steps to be taken in detail ?
Any lead regards to this is highly appreciated
Thanks!
