question How can we auto-assign incidents based on category in ServiceNow? in ServiceNow Studio forum

How can we auto-assign incidents based on category in ServiceNow?

MohitS532478214 — Mon, 07 Jul 2025 06:17:20 GMT

Re: How can we auto-assign incidents based on category in ServiceNow?

garimakharb — Mon, 07 Jul 2025 06:22:36 GMT

We can auto-assign incidents based on category in ServiceNow by using Assignment Rules. You create an assignment rule that checks the incident's category (like "Network", "Hardware", etc.) and assigns it to the correct group or user. This rule runs automatically when an incident is created or updated, helping to route tickets faster without manual effort. Business Rules or Flow Designer can also be used for more advanced assignment logic.

Re: How can we auto-assign incidents based on category in ServiceNow?

Mohammad Danis1 — Mon, 07 Jul 2025 06:43:13 GMT

Hi @MohitS532478214 ,

You can configure Assignment Data Lookup Rules:

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Mohammad Danish

Re: How can we auto-assign incidents based on category in ServiceNow?

GlideFather — Mon, 07 Jul 2025 06:50:47 GMT

Hi @MohitS532478214

navigate to Assignment rules, set the conditions and select Assignment group:

Create each one for different Category (or any other conditions needed).

Thank you for accepting this solution :))

Re: How can we auto-assign incidents based on category in ServiceNow?

Ankur Bawiskar — Mon, 07 Jul 2025 06:58:47 GMT

@MohitS532478214

As others mentioned you can use Assignment rules

what did you start with and where are you stuck?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How can we auto-assign incidents based on category in ServiceNow?

Sannysamiran N1 — Mon, 07 Jul 2025 07:02:29 GMT

It can be done by using OOB Assignment Rule.

In the Applies to section, select the table as Incident, and in condition, select category (for which you want it to be auto assigned).

Then in the assign to section, select the user/ group which you wants to assign the incident.

If you want dynamic assignment, then go to the script section and add your code accordingly (this is a server side script).

If my response helped please mark it as helpful.

Re: How can we auto-assign incidents based on category in ServiceNow?

PrashantT — Mon, 07 Jul 2025 07:19:50 GMT

Hi @MohitS532478214 ,

There are two methods to achieve this
Steps you need to follow to achieve: Populate assignment group based on category.

Method 1:
Step 1: Navigate to application navigator & click on assignment.

Step 2: Create the assignment rule based on category and subcategory

Step 3: Now test this scenario by creating an incident record on submission of record it will be auto populated.

Method 2:

Step1: Navigate to application navigator and search assignment lookup rules.

Step 2: Create assignment lookup rule

Step3: Test the record by creating new incident.

Please accept my solution if it works for you.
Thanks
Prashant