Update to ServiceNow Incident ticketing process

In June, the ServiceNow Development and Support team will change the way the system populates the Assignment Group field. Previously, in Incident tickets, when an individual chose the Service Offering, the Assignment Group field would autofill, and the field was marked mandatory.

The field will take advantage of the new advanced assignment rules and no longer require you to select an option for Assignment Group. If left blank, it will fill-in, based on the Service Offering and the Categories chosen, upon saving. Additionally, if you need to send the ticket to a specific group, you can type that group’s name; the system will not overwrite your choice upon saving.

So, instead of relying only on the Service Offering to determine the assignment group, much more granular assignment rules can be setup to look at the service and the categories.

This update is part of our ongoing efforts to improve user experience and operational efficiency.

For an in-depth look, individuals with ITIL access to ServiceNow may refer to our release notes ServiceNow knowledge article (may require CAS login) for details or to learn more about this enhancement.

Need help?

For immediate concerns, please contact the ITS Help Desk at 203-432-9000 for assistance.

For help with any service management topics, please send inquiries to the IT Service Management team.