Struggling with ITSM simulator lab: Configure assignment rules

[Robin J_]

Hi, all

I am really stuck on this lab assignment in the ITSM Simulator. And really need som help to understand how this works?

All incidents should be assigned to a support group based on point of contact. For example initial assignment could be different for incidents logged from event management and self-service.

1. Create a template so that Incidents created from Service Catalog or Portal using the record producer "Report Performance Problem" should be assigned to the "Service Desk" group.

ServiceNow did mention checking out this article: https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/form-administrati...

The problem is that i cannot find any way to select only the incidents created using the record producer. I can automatically populate new incidents to be assigned to the "Service Desk" group, but cannot find a way to only doing it to cases created through the "Report Performance Problem" record producer.

Have somebody experienced the same issue? Or know how to do this?

Please advice

Kind regards

[premer · Accepted solution]

Hello,

if you open the Report Performance Problem record producer, and then click the Generated Record data, you can select or create a template there. (in my dev instance the selection search field is always empty, so I would create a new template using the New button when clicking the magnifying glass)

[Robin J_]

Thanks so much premer. Struggled to understand this.

Have a nice day!

Kind regards

[Guichard C]

I attempted this and the simulator still says "Please validate you have associated a template with the correct assignment values to the Report Performance Problem record producer." I clicked New> Left the name that was generated for the Template> picked "Incident" for the Table field > Picked "Service Desk" for groups > Updated it and still got it wrong. Any other sugguestions?

[Kamille Magee]

This solution validated for me.