How to expand who can reassign assignment group

[Brent Cox]

Currently on our instance, only the admins and the users in the current Assignment Group can re-assign to a different assignment group. Where is this managed to where I can add more users (or a set group) access to be able to reassign no matter where the ticket is currently? Right now, some incidents are being missed because the right groups aren't seeing the tickets, so I want have more leaders that can get these tickets to the right groups. Thanks! 

[Sandeep Rajput]

@Brent Cox Apart from granting the roles who can change the assignment group field, you can also plan for creating assignment rules. This feature allows auto assignment of cases based on certain conditions. Please refer to the documentation to know more about assignment rules https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/task-table/c...

Hope this helps.

[Brent Cox]

Assignment rules are great, but what we are seeing are end users that are incorrectly submitting tickets in the wrong area. So these tickets are going to incorrect groups. I looked under the ACLs and currently there are none set up for 'write' on the assignment group field, so I not sure if there is a script or business rule controlling this. 

[AshishKM]

Hi @Brent Cox , 

You can add new ACL on assignment group and allow all itil user to change it. 

With this access the other team can assign INC themself ( if they know about INC ).

-Thanks,
AshishKM

[Brent Cox]

I might have to do this, but modify it a bit. I don't want ALL itil to be able to reassign, but I can probably come up with a way to make this work. Thanks!