Assign SLA task to assignment group

[michaelsharp]

New ServiceNow user and testing out some SLA workflows with notifications.

What I am finding is that the SLA task is assigned to the worker that is assigned to the incident.   Is there a way to assign the SLA task to the assignment group field?  

Here are some details:

Setup a response SLA (an incident has x amount of time before it needs to be assigned to someone)

By default, or by first level support, a ticket will have an assignment group.   (i.e. Help Desk or Messaging, etc)

I have created the SLA definition with custom schedule, criteria, etc.   The SLA is being created, paused, cancelled and completed properly.

The issue is when an incident has an assignment group, but it is not assigned to an individual.   In this situation, the SLA notifications do NOT go out.

(In testing, if assign the incident to myself and change the priority to trigger the SLA, the email notifications are sent out correctly)

What appears to be happening, the SLA task is automatically assigned to the "assigned_to" field from the incident.   If that field is blank, the SLA task does not inherit the assignment group properties.

Is there a way to have a SLA task be assigned to the assignment group if the assigned_to field is blank?   You can even remove the condition on this, as this particular SLA will only run if the assigned_to field is blank and the incident is not resolved.

Hopefully, this make sense.   Again, total newbie on SN and getting into weeds a bit on this one.

[Deepak Kumar5]

Where you modified the event parm from assigned to to assignment group?

If you just change it then it will not send the notification if the ticket is assigned to someone.

You have to add the condition I mentioned above to check the assigned to field.