How to auto assign the incident to an assignment group based on the selected Business Service

[SN2024]

Hi,

Can someone please help in guiding me on the following:

How can I setup so when user submits Incident form on ESC portal using a specific Business Service, the incident auto assigns to the related resolver group?

For now I only need to setup this on one Business Service only.

What will be the right approach to achieve this? Please guide.

Thank you for your help.

[SAI VENKATESH]

Hi @SN2024 

You can use the assignment rule in the routing and assignment 

Or you can use business rules

Thanks and Regards

Sai Venkatesh

[KrishnaMohan]

Hi @SN2024 ,

You can approach using Routing and Assignment based on conditions. Also using Advanced Work Assignment(AWA) like based on skills,agent availability...etc

More learning please refer below servicenow links
1) https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/task-table/t...

2) https://www.servicenow.com/community/agent-chat-routing-and-sidebar/advanced-work-assignment-awa-faq....

If my response helped please mark it correct, Accept as Solution and close the thread so that it benefits future readers.

Thanks

Krishnamohan

[SN2024]

In the assignment Rule it says " The rule is applied only if the task is not already assigned to another user or group"

As there is already  a rule setup for incient form to assign it to a default team once the ticket is submitted so when I create an assignment rule for business service it doesn't seems to work at all.

[SAI VENKATESH]

Hi @SN2024 

If it does not work then you need to write business rule. It should work 

thanks and regards 

Sai venkatesh