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.
2. Using Assignment lookup rules, make sure that Incidents created against CI: PS ORA01 are assigned to the group: Database