What is the best way to route a ServiceNow ticket to the correct team?

[lrt]

Greetings-

I'm new to the ServiceNow routing tickets based upon certain criteria (keywords, Ui actions, business rules, workflows).   I know how to route the tickets manually but want to automate this process.   What is the best way to route a ServiceNow ticket to the correct team?   Here is a use case- user places a ServiceNow incident because they cannot access SystemA.   The ticket would present a KB article and if the user still cannot access SystemA, the ticket gets routed to the SysAdmin team and not to the PhoneAdmin team.   Would UI actions, business rules, or a workflow be preferred?   Is there a resource/template that you can point me too? Thanks in advance.  

[bernyalvarado]

Hi, greetings!!

The best way is to use Assignment Rules

Thanks,

Berny

[bernyalvarado · Accepted solution]

The following should be helpful:

Create an assignment rule for case routing  

Define assignment rules  

Thanks,

Berny

[lrt]

Thanks Benny.   Are there limitations after creating assignment rules that would empede ServiceNow performance or allowed to have x amount of assignment rules?   Thanks.

[bernyalvarado]

Hi lrt

I'm not aware of any limitations.

Thanks,

Berny