Default assignment group based on Configuration Item in Alert

[Henrik Jutterst]

I have a problem when an Alert is being reopened and a new incident is being created.

The issue I have is that the Assignment Group of the Incident is copied from the previous incident to the Alert, and that's not the way our Operators would like it to go. We want to use the support_group field from the cmdb_ci instead.

Anyone know how/where this can be configured?

Kind regards

/Henrik

[Henrik Jutterst]

Hi Ryan and thanks for posting back on my question here!

Yes, you understood exactly what I ment with the reassigned incident and when the Alert gets reopened.

I thought that the script-include was the way to solve this, but I will look into the Subflow and see if that helps. I'll post an update within a couple of days after testing.

I also saw that there is a system property for what fields to copy in the script include. I want to test out that solution also. But thanks for all the input!

Kind regards
/Henrik