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Auto assignment incident

nehasingh98
Tera Contributor

I have requirement to configure auto assignment group based on CI's support group if that empty then based on category and sub-category.

1 ACCEPTED SOLUTION

Runjay Patel
Giga Sage

Hi @nehasingh98 ,

 

Follow below steps

  1. Create two assignment rule. One for ci check and another for cat and sub-cat.
  2. Navigate to assignment rule and create two new rule
  3. RunjayPatel_0-1732077503196.pngRunjayPatel_1-1732077530228.png

     

  4.  Create 2nd rule for cat and sub-cat
  5. RunjayPatel_2-1732077887717.pngRunjayPatel_3-1732077925642.png
  6. change the group name based on your requirement.

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If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.


Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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View solution in original post

2 REPLIES 2

Runjay Patel
Giga Sage

Hi @nehasingh98 ,

 

Follow below steps

  1. Create two assignment rule. One for ci check and another for cat and sub-cat.
  2. Navigate to assignment rule and create two new rule
  3. RunjayPatel_0-1732077503196.pngRunjayPatel_1-1732077530228.png

     

  4.  Create 2nd rule for cat and sub-cat
  5. RunjayPatel_2-1732077887717.pngRunjayPatel_3-1732077925642.png
  6. change the group name based on your requirement.

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.


Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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