--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Cross-group reassignment # Cross-group reassignment for the L1 IT Service Desk AI Specialist {#ariaid-title1} Release version: Australia Updated October 23, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Cross-group reassignment for the L1 IT Service Desk AI Specialist Cross-group reassignment enables the L1 IT Service Desk AI Specialist to identify when incidents are typically resolved by a different assignment group and act accordingly. This feature helps streamline incident routing by either recommending or automatically reassigning incidents to the appropriate group based on historical resolution patterns. It operates in both autonomous and supervised execution modes, enhancing efficiency in incident management. Show full answer Show less ## Key Features * **Cross-group reassignment settings:** Configurable in the Reassign section of task settings, with three modes: * **Off (default):** No action taken on cross-group patterns. * **Recommend only:** The AI Specialist suggests reassignment, unassigns itself, but leaves the assignment group unchanged for the service desk team to decide. * **On:** The AI Specialist automatically reassigns the incident to the recommended group and unassigns itself, ignoring other reassignment routing settings. * **Incident handling:** When acting on a cross-group pattern, the AI Specialist adds a detailed work note explaining the recommendation or action taken, unassigns itself, and updates the incident state to indicate it requires attention from the receiving team. * **Work notes content:** Include routing recommendation details, actions performed, next steps for the service desk, and links to similar resolved incidents that support the reassignment decision. The text adapts depending on whether the mode is Recommend only or On. * **Customizable communication:** Administrators can edit the work note template to tailor messaging to their service desk needs. * **Reporting and tracking:** The system records reassignment reasons consistently across modes, allowing performance tracking. In Recommend only mode, managers can monitor how often recommendations are accepted via the Performance dashboard. ## Practical Benefits for ServiceNow Customers * Improves incident resolution efficiency by guiding or automating assignment to the most appropriate group. * Supports decision-making with transparent recommendations and detailed context linked to past incidents. * Allows service desk managers to control reassignment behavior through simple configuration settings. * Facilitates monitoring and continuous improvement by tracking recommendation acceptance and outcomes. Cross-group reassignment lets the L1 IT Service Desk AI Specialist act when a different assignment group usually resolves incidents like the one it is working on. Learn how the Off, Recommend only, and On settings work, and what happens to the incident. ## How cross-group reassignment works {#cross-group-reassignment-l1-sd-ai-spec__cgr-overview} When the L1 IT Service Desk AI Specialist works on an incident, it compares the incident with similar resolved incidents. If a different assignment group resolved most of those incidents, and the L1 IT Service Desk AI Specialist is confident enough that this group is the consistent resolver, it acts on the pattern. What it does depends on the Cross-group reassignment setting. You can set it to recommend the reassignment to your service desk team, or you can let the L1 IT Service Desk AI Specialist reassign the incident itself. The setting is off by default, and service desk managers can edit it. The cross-group check runs before the L1 IT Service Desk AI Specialist does any resolution work, so it applies in both autonomous and supervised execution mode. When Cross-group reassignment is On, the L1 IT Service Desk AI Specialist reassigns the incident even in supervised mode. For more information about the modes, see [Autonomous and supervised execution modes](https://www.servicenow.com/docs/49TGS33mKrWOUQWdHe~ZWQ "Autonomous and supervised execution modes control how independently a L1 IT Service Desk AI Specialist acts when handling incidents. Use this information to choose the right mode for your use cases."). ## Settings {#cross-group-reassignment-l1-sd-ai-spec__cgr-settings} Configure these settings in the Reassign section of the task settings. For details, see [Reassign fields](https://www.servicenow.com/docs/cchkaxZ3mXrBFeqVELZu9g#config-tasks-ref-l1-sd-ai-spec__reassign). {#cross-group-reassignment-l1-sd-ai-spec__table_cgr_settings__entry__2} | Setting | Description | |-|-| | Cross-group reassignment: Off | The L1 IT Service Desk AI Specialist doesn't act on the pattern. This is the default. | | Cross-group reassignment: Recommend only | The L1 IT Service Desk AI Specialist posts a recommendation and unassigns itself. It never changes the assignment group, so your service desk team decides whether to reassign the incident. | | Cross-group reassignment: On | The L1 IT Service Desk AI Specialist reassigns the incident on its own. It sets the assignment group to the recommended group and unassigns itself. It doesn't use the Choose where to reassign records setting. | [Table 1. Cross-group reassignment settings] {#cross-group-reassignment-l1-sd-ai-spec__table_cgr_settings} ## What happens to the incident {#cross-group-reassignment-l1-sd-ai-spec__cgr-what-happens} When the L1 IT Service Desk AI Specialist acts on a cross-group pattern, it does the following: 1. Adds a work note for your service desk team that explains the pattern. 2. When Cross-group reassignment is On, sets the assignment group to the recommended group and ignores the Choose where to reassign records setting. When it is Recommend only, leaves the assignment group unchanged. 3. Unassigns itself from the incident. 4. Sets the incident state to the record state that you mapped to the New state of the L1 IT Service Desk AI Specialist, or to the standard New state if you haven't mapped one, so the incident appears as an unassigned item for the receiving team. It doesn't change the state of resolved or closed incidents. {#cross-group-reassignment-l1-sd-ai-spec__ol_cgr_steps} ## What the work note says {#cross-group-reassignment-l1-sd-ai-spec__cgr-work-note} The work note has the same sections in both modes. The wording changes to match what the L1 IT Service Desk AI Specialist did. * **Routing Recommendation** : How many similar resolved incidents the L1 IT Service Desk AI Specialist reviewed, how many of them the recommended team resolved, and its confidence as a percentage. In Recommend only mode, it says that it recommends reassigning the incident. In On mode, it says that it reassigned the incident. * **What I've Done**: In Recommend only mode, it says that it unassigned itself and that the recommendation is advisory only. In On mode, it says that it reassigned the incident to the recommended team and unassigned itself so the team can take ownership. * **Next Steps for the Service Desk**: In Recommend only mode, it asks your team to review the referenced incidents and confirm whether to reassign the incident. In On mode, it asks your team to review the referenced incidents, which show why the incident was reassigned. * **Referenced Incidents**: A list of the closest similar incidents, each linked to its record. {#cross-group-reassignment-l1-sd-ai-spec__ul_cgr_work_note} An administrator can edit the work note text in the Cross-group reassignment recommendation template. ## Reporting {#cross-group-reassignment-l1-sd-ai-spec__cgr-reporting} The L1 IT Service Desk AI Specialist records the same reassignment reason for both modes, because the mode describes how the incident is reassigned, not why. In Recommend only mode, you can track how often your service desk team follows the recommendations on the Performance dashboard. For more information, see [Cross-group reassignment outcomes](https://www.servicenow.com/docs/4NXRhWog95xjEydT7U4SJw#perf-overview-l1-sd-ai-spec__cross-group-outcomes).