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

[Alvin Atendido]

Hi Kamille I was experiencing the same error while taking the ITSM Implementation Simulator course, and found out what the cause was.  For me, I was using "Assigned to" instead of "Assignment group" field of the Incident table to assign "Service Desk" to in the template I created that the record producer "Report Performance Problem" will use to populate the problem record with.  Thanks for your image, I was able to spot my error.

[rukshanakir]

Thank you so much, this works