CIS-ITSM · Question #110
By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?
The correct answer is B. Support group on CI record, or if empty, the Support group on the Service. ServiceNow's out-of-the-box business rule for change request assignment group population follows a two-step lookup: it first checks the Support group field on the Configuration Item (CI) referenced in the change request. If that field is empty, it falls back to the Support group
Question
By default, a business rule causes the Assignment group to be automatically set on a change request record. How is the group identified?
Options
- ASupport group on CI record, or if empty the Support group on the Service offering
- BSupport group on CI record, or if empty, the Support group on the Service
- CChange group on CI record, or if empty, the Change group on the Service offering
- DSupport group on CI record, or the default assignment group for the user
How the community answered
(32 responses)- B94% (30)
- C3% (1)
- D3% (1)
Explanation
ServiceNow's out-of-the-box business rule for change request assignment group population follows a two-step lookup: it first checks the Support group field on the Configuration Item (CI) referenced in the change request. If that field is empty, it falls back to the Support group defined on the associated Service record. Note that the fallback is to the 'Service', not the 'Service Offering' (which is a child of a Service). Option A is incorrect because it references 'Service offering' as the fallback. Option C is incorrect because the field used is 'Support group', not a separate 'Change group' field. Option D is incorrect because there is no 'default assignment group for the user' fallback in this rule.
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