By default, a business rule, causes the Assignment group to be automatically set. How is the group identified?
By default, a business rule, causes the Assignment group to be automatically set. How is the group identified?
By default, in many IT Service Management (ITSM) systems, the assignment group for a task is determined by the Support group on the Configuration Item (CI) record. If the Support group on the CI record is empty, it is then determined by the Support group on the associated Service offering. This common approach helps ensure that issues are routed to the appropriate team for resolution, based on the asset or service being impacted.
A is the correct one. Support Group goes for Incident. For a change record, it is the change group. Source ITSM ebook.
Question must mentions what table is using
eBoook p290 Answer is A for Incident, Problem and Change request
Sorrt type, Answer is D
D is for incident, problem. A is for change. Bad question.
It's A - Vancouver page 403
if (current.sys_class_name + '' == 'change_request') { assignmentGroupFieldName = 'assignment_group'; //change Group } else if (current.sys_class_name + '' == 'incident' || current.sys_class_name + '' == 'problem') { assignmentGroupFieldName = 'support_group'; } so for change A is correct otherwise D
p408 Tokyo Version ITSM book its A trust me
It is D, Page 111 In ITSM Implementation Rome Book