Hello Folks,
Assignment group auto-population / auto-determination is the most used methods in ITSM for Incident management. Automatically determining assignment group helped them in better routing of incident, less hopping and effectively less MTTR. Till now, most of our customers have been using legacy method of "assignment rule" to auto-populate assignment group for incoming incident. Over the time ServiceNow has introduced various methods to auto-populate assignment group for incoming incident.
Today customers can automatically determine an Assignment group for incoming Incident through different ways:
- Assignment rules
- Support groups on CI or Service Offerings.
- Classification ML definition of assignment group
- On-call Trigger rules
- Advance work assignment
These options has their own benefits as well as limitation. Below image shows basic comparison among these:
Newer methods are better, effective and easily maintainable. With so many option in hand, I see customer getting overwhelmed and confused about when to use what. To help them with this,
I would like to recommend below priority order for automatically determining an assignment group for ITSM Pro & non-Pro customers
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ITSM Pro customers
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ITSM non-pro customers
Through this article I tried to help customers like you who want to understand different methods, their pros & cons , priority order & best practices to use them. Kindly feel free to leave your comments / feedback to this article.
