How to Auto-assign a problem record to the appropriate support group based on its categorization.

[Kongaleti Navee]

Usecase: Auto-assign a problem record to the appropriate support group based on its categorization.

Description: Build a Script Include that automatically assigns a problem record to the appropriate support group based on its categorization and predefined mapping rules.

[Stefan Georgiev]

Hello @Kongaleti Navee ,

there are a few ways you can achieve this, the rest that comes to my mind is assignment rules, there are some other ways that you can check here:
https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/task-table/conc...

Hope that this helps you!

If the provided information answers your question, please consider marking it as Helpful and Accepting the Solution so other community users can find it faster.

All the Best,
Stefan

[Utpal Dutta]

Hi Kongaleti,

I think you should use Assignment rule for this rather than creating an Script Include. Please checkout this ServiceNow Doc for more details.

If my answer helps then please mark it correct.

Thanks,

Utpal

[Sohail Khilji]

@Kongaleti Navee ,

using script include will make no sence here bcoz we already have module called 'assignement lookup' which does the same thing which you are planning to do with script include.

Rather use 'Assignement lookup rules' they are very easy to configure and thus reducing the use of script (no code solution)..

Let me know if it help... 

[Dr Atul G- LNG]

Hi @Kongaleti Navee 

Best and simple way - Use Look up / Assignment rule.