Auto-assign INC/Alert to user/group

[rcz]

I know there are lots of questions with a similar title, and the answer is usually to make an Assignment Rule under System Policy. This question is specific to IT Operations Management/Event Management.

We want our NOC to be able to easily create rules to automatically create Incidents from Alerts, and assign them to specific User Groups.

We already have some custom Alert Management Rules with our own flows for specific alerts, but using Flow Designer and creating custom Subflows for each type of Alert is out of scope of our NOC. We're gonna have a lot of Alerts, and we assume there must be an easy way to solve this, as it must be a common problem.

Is there really not an easy way to achieve this?

[Maik Skoddow]

Hi

sorry, but I think I did not get your point. Can you please why the Alert Rules (see https://docs.servicenow.com/bundle/sandiego-it-operations-management/page/product/event-management/t...) are suitable for you. To mind my mind they offer exactly what you need.

Kind regards
Maik

[rcz]

Hi @Maik Skoddow,

If they do offer exactly what I need, please describe how to create a rule which automatically creates an Incident assigned to a specific user or group.

I understand you can create your own subflow that creates an Incident to your liking. Like I said, we do have custom subflows for some alerts, but it would be very cumbersome to have to create a rule and a subflow for each alert type.

[Maik Skoddow · Accepted solution]

Hi

sorry, my bad. The option to define Incident Templates was possible in the deprecated Alert Action Rules. 

With the current Alert Management Rules you can define Sub Flows for remediation. If you don't want your users to create many individual Subflows just for assigning the right group you could leverage a decision table and use that in a Subflow (see https://docs.servicenow.com/bundle/tokyo-application-development/page/administer/flow-designer/conce...) That way you only have to define a Subflow once and then all decisions can be configured outside of the Subflow - just like the already mentioned Assignment Rules.

Maik

[rcz]

I see. It would be awesome to be able to supply some inputs to the selected Subflows. This would allow our operators to quickly create rules on the spot.

Not a bad idea with Decision Tables - I think we'll try that. Thanks!