Need Help Updating Auto-Populated Assignment Group for Specific Service Offering and CI

[ayush_g]

Hi Community,

We’ve noticed that in our ServiceNow instance, when both the Service Offering  are set to "XYZ", the Assignment Group currently auto-populates as:

Y

However, we’d like to update this behavior so that the Assignment Group instead auto-populates as:

Z

Could someone please guide us on how to update the configuration to reflect this change? I

Any help or pointers would be greatly appreciated!

[Dr Atul G- LNG · Accepted solution]

Hi @ayush_g 

This is the expected behavior out-of-the-box (OOTB).
The reason is that there is an OOTB Business Rule which works as follows:

https://InstanceNAME.service-now.com/now/nav/ui/classic/params/target/sys_script.do%3Fsys_id%3D27453ac6b73610102d2fbc16de11a937%26sysparm_record_target%3Dsys_script%26sysparm_record_row%3D1%26sysparm_record_rows%3D1%26sysparm_record_list%3DnameCONTAINSCi%252FSO%255EORDERBYname

Group to which the problem is assigned.

You can populate the Assignment group field automatically based on the support group available for the respective configuration item (CI). If the CI does not have any support group, then the field gets populated with the support group available for service offerings. The business rule Populate Assignment Group based on CI/SO triggers the functionality when an incident, problem, or change request is created or updated and when the Assignment group and the Assigned to field is empty. The following properties identify the field whose value populates the Assignment group field:

• com.snc.problem.ci_assignment_group.field_name: This problem property identifies which CI field populates the Assignment group field.
• com.snc.problem.service_offering_assignment_group.field_name: This problem property identifies which service offering field populates the Assignment group field.