Automatic Assignment
Assignment suggests the team that should own each incident. The L1 Agent works out the owning team from your service metadata and past assignments, and a person makes the assignment until you let the agent act on its own.
How assignment works
The agent analyzes the incident against historical incidents, runbooks, CMDB records, and service desk tickets.
It recommends an assignment group and shows the reasoning behind it.
In ServiceNow, the L1 Agent tab shows the recommended assignment group, which you can apply with one click. See Add the L1 Agent to ServiceNow.
Final assignments flow back through the Unified Data Connector and improve later recommendations.
Settings
Setting | Behavior |
|---|---|
Manually triggered + Suggests | Starting value. Recommends a team when someone triggers the agent. A person assigns. |
Every incident + Suggests | Recommends a team on every new incident. A person assigns. |
Every incident + Acts on its own | Assigns every new incident to the recommended team. [VERIFY] Uses the routing output mode set for your organization: Assignment Group Tag or Outbound Integration Routing. |
Off | Does not run. [VERIFY] |
Change these in Configure the L1 Agent.
Before you let it act
Complete the routing prerequisites in Onboard the L1 Agent: the incident tag that holds the routing decision, a historical Unified Data Connector sync, and integration names if you have more than one ServiceNow integration.
[VERIFY] Whether the routing output mode can be chosen in ADR mission control or is still set during onboarding.
Next steps
See how the agent routes incidents in Manage incidents with the L1 Agent.
Change assignment settings in Configure the L1 Agent.
Review ServiceNow table requirements in the ServiceNow Data Connector documentation.