When INC is created, which OOTB Business Rule auto-populates assgnmnt group base on CI Support Group

[RohitJ432388693]

When an incident is being created, is there an OOTB Business Rule that auto-populates the "Assignment Group" tab, based on the Support Group of the CI?

In our org, service offering is mandatory when an incident is being created for the first time.

I checked in PDI today, and the assignment group is auto-populated with the Support Group of the CI only after the incident is submitted.

We went searching if there is an OOTB Business Rule that does this but could not find any.

The risk here is that ITIL users / end-users get to choose whatever assignment group as they please.

If assignment group is auto-populated once incident is chosen, they would be dissuaded from choosing a group as they please.

Would someone please tell me which OOTB Business Rule does whatever I observed in my PDI?

[Dr Atul G- LNG · Accepted solution]

Hi @RohitJ432388693 

 BR - Populate Assignment Group based on CI/SO

https://devxxxx.service-now.com/now/nav/ui/classic/params/target/sys_script_list.do%3Fsysparm_query%...

[RohitJ432388693]

For some strange reason we don't have that BR in our environment.

[Dr Atul G- LNG]

Import from PDI then buddy

[RohitJ432388693]

Do you know why wouldn’t it be in our environment in the first place?