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. 

[Ravi Chandra_K]

Hello @Lisa71 

Greetings!

business rules can take precedence over assignment rules when they run after the assignment rule. Data lookup rules take precedence over assignment rules because they always run after.

refer servicenow doc here:

Out-of-box a Classification solution to predict the assignment group uses a Before Insert Business Rule to trigger the prediction.

https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/task-table/con...

Please hit the thumb and Mark answer as solution if it helped!!!

Kind Regards,

Ravi Chandra.

[Lisa71]

Thank you for your quick reply. What's the precedence with assignment rule, compared to Predictive Intelligence on the assignment group? Thanks. 

[DanielCordick]

This would be business specific. You will need to look into client scripts, business rules and assignment rules. We can’t tell you how your business set this up