Define an assignment rule for incidents

To ensure that incidents are promptly dealt with by the appropriate IT service members, administrators can define assignment rules to automate the process.

  1. Navigate to System Policy > Assignment and click New.
  2. Populate the form as follows:
    • Name - New York Database Issues
    • Table - Incident [incident]
    • Execution Order - 50
    • Group - NY DB
      Note: The sys_user_group read ACL calls the SNCRoleUtil function. The function checks to see whether the group being reviewed contains either the admin role or security_admin role. The function allows the user to view the group only if the user has the same role. As a result, an itil user cannot assign an incident to a group that has the admin role or security_admin role (or whose parent has the role).
    • Conditions - "Location is New York" and "Category is Database".
    Assignment rule

    To test the assignment rule, navigate to Incidents > Create New and populate the form with the following:

    • Location - New York
    • Category - Database
    Test assignment rule with incident

    When you save the incident, the proper assignment group is added:

    Assignment group added to incident