How assignment group is populating from major incident to Problem

Sriram Pusuluri
Tera Contributor

Hi Team,

 

How assignment group is populating from major incident to Problem.

 

I have found "Major Incident Process" playbook,  then there is subflow "Major Incident Playbook - Create a Problem from Incident" and under that we have action called "Create Problem Record from Incident", In this action there is script include "IncidentUtils" in that script included we are calling system property called "com.snc.problem.create_from_incident.attributes", in this property value is "description,short_description,cmdb_ci,impact,urgency,priority,sys_domain,business_service,service_offering,company", there is no assignment group, I have verified how assignment group is populating, not able to find anything.

 

 

what I observed is when Incident created what was the initial assignment group, same group is populating in the problem when problem is created.

 

5 REPLIES 5

Hi @Sriram Pusuluri 

 

Can you confirm you are using OOB component. In that case, we  can help you.

If it is customized, share the screen shot of your script include.

 

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Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti