How does ServiceNow populate Assignment Group?

[Lisa71]

How does ServiceNow populate Assignment Group? Purely depends on the "Configuration Item" 's support group or any AI involve? I'm asking this because we have some custom logic to populate the assignment group, I want to ensure our logic won't impact any AI / Serivice Now recommended ways. 

[Community Alums]

@Lisa71 --
Hello,

There are few ways to do it as below :

1)Onchange client script

2)Assignment rule

3)Business rule

It's depends on, how you want to do it based on your functionality.

[Lisa71]

Thanks. What's the ServiceNow OOB behavior for populating "assignment group" in the latest version in Service Operations Workspace (SOW)? I want to ensure our logic via on change client scripts/business rules/assignment rules won't impact any AI / Service Now recommended ways. 

[Community Alums]

@Lisa71 --

You can use one of the above mentioned options to set assignment group. It will not affect OOB because whenever you are going to apply it on particular table it should be only applicable to that table only not for whole SOW.

[Ravi Chandra_K]

Hello @Lisa71 

there could be Assignment Rules, Assignment Look up Rules and Data look up rules as well.

you can check All>Predictive Intelligence Workbench>Use Cases to see any automatic assignment group setting

Please hit the thumb and Mark as correct based on Impact!!

Kind Regards,

Ravi Chandra.

[Lisa71]

Thanks. What's the precedence for the Predictive Intelligence and the business rules/assignment rule? I want to ensure our customization won't impact the PI. Thanks.