How can I automate Incident ticket assignment

[shubham14]

Hi Team,

I monitor incident tickets in my group queue in service now and based on Product I assign them to responsible teams.

How can I automate this task, so end goal is I do not have to monitor my queue in service now every minute, whenever tickets comes in my queue based on product  it should fill assignment group automatically.

Please suggest.

Thanks

[Saurabh Gupta]

Hi,

Responsible team means a new assignment group?

If yes, you can use the assignment lookup rules for the same.

[shubham14]

Hi Saurabh,

Firstly Incidents of all IT products assigned to my group, then we have to monitor our queue and based on IT product (E.g. for IT product A assign to assignment grp B)

So this assignment data lookups will help here ?

Thanks

[Mark Roethof]

Hi there,

Can you explain a bit more "based on Product I assign them to responsible teams". Does the product for example contain a field which represents the responsible team? Or how do you do this? When knowing this, it might be possible to automate.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

---

LinkedIn
Community article, blog, video list

[shubham14]

Hi Mark, 

Incidents of all IT products gets assigned to my group, then we have to monitor our queue and based on IT product

e.g:

For IT product A assign to assignment grp X

For IT product B assign to assignment grp Y.... and so on

IT product filed and assignment group has no relation with text or any kinds, it is something that is decided based on current organization rule, and also assignment group might change for IT product if team changes its responsibility but not often.

I was thinking If i can write script with defined IT product and its assignment group, but I do not know where that script can be placed in Snow 

Thanks