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

[garimakharb · Accepted solution]

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.

[Mohammad Danis1]

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

[GlideFather]

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 :))

[Ankur Bawiskar]

@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.