Help Needed: Auto-Populate Assignment Group Based on Category in Incident Form

[saifulya01]

Hi everyone,

I'm working on optimizing our Incident Management process and need some help with a use case I'm trying to implement.

Use Case:
When a user selects a specific Category on the Incident form (e.g., "Network", "Hardware", "Software"), I want the Assignment Group field to automatically populate with the appropriate group (e.g., "Network Team", "Desktop Support", etc.).

What I've Tried:

I attempted using a Client Script (onChange) for the Category field.

I also looked into UI Policies, but couldn't get the dynamic value mapping to work as expected.

There’s a possibility I may need a Data Lookup Definition, but I’m not sure if that’s the right route.

Questions:

What's the best approach to implement this?

Can this be done purely through configuration, or is scripting required?

Any best practices to ensure this works across different user roles and forms (e.g., Service Portal)?

Thanks in advance for any guidance you can provide!

[Nikhil Bajaj9]

@saifulya01 ,

Simplest Configuration- Assignment Rule. Rules >> Assignment

If it solves your issue, please mark it as - Solution Accepted and Helpful.

Regards,

Nikhil Bajaj

[Dr Atul G- LNG]

Hi @saifulya01 

There’s no need to write code or scripts since the out-of-the-box (OOB) features already provide this functionality.

https://youtu.be/K7L3n3AUYmE