Incident Management

[ShiningStar1]

Hello All,

Through CSPM alerts incident gets created in servicenow .Now the requirement is how to navigate this particular incident from caller 'Dome9' to particular assignment group named as 'IT-Security". Please help me in achieving this requirement.

[SunilKumar_P]

Hi @ShiningStar1 , If you want to route the Incident to particular assignment group ('IT-Security'), you can create an Assignment Rule (sysrule_assignment) and have the condition as Caller is 'Dome9'.

Thanks,
Sunil

[ShiningStar1]

Hi Sunil,

Thank you for your reply. Could you please explain elaborately .

Or is it good to go for before business rule.

[SunilKumar_P]

Hi @ShiningStar1 , If you need to perform any calculations or actions before inserting the record then before insert business rule is a good deal. Assignment Rules are straightforward and if it doesn't involve any calculations then Assignment Rules should serve the purpose.

Steps to create:

1. System Policy > Rules > Assignment

Applies To

2. Assign To

Thanks,

Sunil