CIS-ITSM · Question #92
If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?
The correct answer is A. The agent is prompted to select the Assignment group. When the Assignment Group field is empty on an incident and an agent belonging to a single user group clicks 'Assign to me', ServiceNow prompts the agent to explicitly select their assignment group rather than auto-populating it.
Question
If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?
Options
- AThe agent is prompted to select the Assignment group
- BThe Assignment group field is populated with agent's user group
- CThe Assignment group field remains empty
- DAn error is displayed indicating the Assignment group field must be populated before executing the
How the community answered
(27 responses)- A89% (24)
- B7% (2)
- C4% (1)
Why each option
When the Assignment Group field is empty on an incident and an agent belonging to a single user group clicks 'Assign to me', ServiceNow prompts the agent to explicitly select their assignment group rather than auto-populating it.
The 'Assign to me' UI action in ServiceNow checks whether the Assignment Group field is populated before setting the Assigned To field. When the Assignment Group is empty, the system requires the user to confirm or select their group - even if the agent belongs to only one group - ensuring the group field is explicitly set and the assignment is valid before proceeding.
Auto-population of the Assignment Group field does not occur in the baseline behavior of 'Assign to me' when the group field is empty, even when the agent is a member of only one group.
The Assignment Group field does not remain empty after the interaction - the UI action requires group resolution before the assignment can be completed.
No blocking error is displayed requiring the user to manually populate the Assignment Group before using the UI action - instead, the system guides the user through group selection interactively.
Concept tested: Assign to me UI action behavior with empty Assignment Group
Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-management/concept/c_IncidentManagement.html
Topics
Community Discussion
No community discussion yet for this question.