Hello @Sirisha Snow ,
To address the assignment of tickets based on category and subcategory in the Incident Table, there are several approaches available:
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Client Script:
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Business Rule:
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Assignment Rule:
In your case, using an Assignment Rule seems like the easiest choice. It's done through the ServiceNow interface. You set conditions based on the chosen category and subcategory, and it assigns the right group. I suggest looking at the image below for a clearer view:
For more details on Assignment Rules, you can check the Assignment rules module & Create an assignment rule
in the ServiceNow documentation.
If you have many combinations, you'll need to create rules for each. If things get tricky, like needing special calculations, then we might need a script. If it's not too complicated, sticking with Assignment Rules should work fine.
Let me know if things get tricky, and I can help with a script.
Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.
Thanks,
Aniket
Hi @Sirisha Snow ,
You can go with Assignment Lookup Rules where you can select for required category and subcategory, you can set the assignment group.
You can do without code and it is OOTB.
use assignment rule
