Incident record producer map assignment group

[AnthonyMull]

Hi community

What is the best way to map incidents assignment groups from a record producer that will make sure all incidents have assignment groups

Thanks in advance

[Huynh Loc · Accepted solution]

Hi @AnthonyMull ,

Best practice is to set the Assignment Group directly in the Record Producer script using system properties.
This guarantees the assignment group is populated at creation time.

Assignment Rules can complement routing logic, but should not be relied on alone.

For full assurance, add a Before Insert Business Rule to catch any edge cases.

Set the Assignment Group directly in the Record Producer script:
Example: 
current.assignment_group = gs.getProperty('my.default.incident.assignment.group');

Use conditional logic in the Record Producer (when routing varies)

If your routing depends on user input (e.g. category, CI, region):

if (producer.category == 'hardware') {

current.assignment_group = 'HARDWARE_GROUP_SYS_ID';

} else {

current.assignment_group = 'SERVICE_DESK_GROUP_SYS_ID';

If this response was helpful, please consider marking it as Correct and Helpful. You may mark more than one reply as an accepted solution.

[Tanushree Maiti]

Hi @AnthonyMull 

You can configure this in two ways using a producer script:

1. Use a system property: Store the assignment group’s sys_id in a system property and reference it in your script. This approach is more flexible—if the business requests a group change in the future, you only need to update the system property without modifying the code.
2. Set the sys_id directly: Assign the group’s sys_id directly in the script. This is simpler but less flexible, as any future change would require updating the code.

Example using a system property:

current.assignment_group = gs.getProperty("<system_property_name_containing_group_sys_id>");

Example using a direct sys_id:

current.assignment_group = "<group_sys_id>";

[Ankur Bawiskar]

@AnthonyMull 

best way is to handle this within record producer script so that it becomes easier to debug going forward

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[pururavasin]

Hello,

You can try setting the Assignment Group using "Data Lookup" definition.

Based upon category & subcategory,  you can populate the Assignment Group.