Incident auto-assigns Assignment group to “Service Desk”

AbhishekChaudh
Tera Contributor

3 weeks ago

hi community,

In CSA Course guide for Xanadu version 

In module 3 section 3.3.1 section 4. I want to ask why this assignment group is automatically assigned to the service desk. I want to configure it how can I do it please help.

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Dr Atul G- LNG
Tera Patron
Tera Patron

3 weeks ago

Hi @AbhishekChaudh 

The primary reason is data lookup and assignment data lookup. Please check whether there is an out-of-the-box assignment data lookup that assigns the incident to ServiceDesk

DrAtulGLNG_0-1755264483101.png

 

 

or assignment rule

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Bhuvan
Kilo Patron

3 weeks ago

@AbhishekChaudh 

 

Have you imported the update sets by following the instructions ?

 

Bhuvan_0-1755265360727.png

 

Once you import the update sets, you should be able to follow the course content.

 

Thanks,

Bhuvan

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Nikhil Bajaj9
Giga Sage

3 weeks ago

Hi @AbhishekChaudh ,

 

Incident auto assignment can be configured using - Assignment rules. Please try it.

 

Regards,

Nikhil Bajaj

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Regards,
Nikhil Bajaj
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