Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record. Which business rule already satisfies this requirement?

The correct answer is A. Populate Assignment Group based on CI/SO. ServiceNow ships with an out-of-the-box business rule called 'Populate Assignment Group based on CI/SO' (Configuration Item / Service Offering). This rule fires when a Problem record is created or updated and automatically copies the Support Group defined on the associated CI int

Problem Management

Question

Options

APopulate Assignment Group based on CI/SO
BPopulate Assignment Group based on Cl Support Group
CProblem Assignment Group based on CI Support Group
DITSM Best Practice Group Assignment

How the community answered

(38 responses)

A
89% (34)
B
3% (1)
C
3% (1)
D
5% (2)

Explanation

ServiceNow ships with an out-of-the-box business rule called 'Populate Assignment Group based on CI/SO' (Configuration Item / Service Offering). This rule fires when a Problem record is created or updated and automatically copies the Support Group defined on the associated CI into the Assignment Group field of the Problem record. No customization is needed - this requirement is met by activating and relying on this existing business rule. The other options either do not exist as named business rules in the platform or are fabricated distractors.

Topics

#Problem Management#Business Rules#Assignment Group#CI-based Assignment

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