Create Incident with Assignment Group

[Shashank102002]

This custom Flow Designer Action automates the creation of an Incident in ServiceNow while intelligently assigning it to the correct support group based on keywords found in the incident’s short description. It eliminates manual triage for common hardware and software issues, improving incident handling efficiency and reducing response time.

Inputs:

The Action takes the following inputs:
Inputs: short_description (String) – description of the issue provided by the user;
caller_sys_id (Reference/User) – Sys ID of the user reporting the incident.

Functionality / Workflow:

Incident Creation:
The Action first creates a new incident record in the Incident [incident] table using the provided short description and caller.

Keyword Analysis:
After the incident is created, a Script Step analyzes the short description for specific keywords:
hardwareKeywords = ['hardware', 'laptop', 'pc', 'desktop', 'server', 'printer'];
softwareKeywords = ['software', 'application', 'app', 'install', 'update', 'license'];

Assignment Logic:

If any of the hardware keywords are found in the short description, the incident is automatically assigned to the Hardware Support Group (Sys ID: 8a5055c9c61122780043563ef53438e3).

If any of the software keywords are found (and no hardware keywords matched), the incident is assigned to the Software Support Group (Sys ID: 8a4dde73c6112278017a6a4baf547aa7).

If no keywords are matched, the assignment group remains unchanged (no default assignment).

Incident Update:
The Script Step updates the newly created incident with the appropriate assignment group, ensuring that incidents are automatically routed to the correct team without manual intervention.

Key Features:

Automated Assignment: Eliminates manual triage for common hardware/software issues.
Keyword-Based Intelligence: Matches multiple keywords for precise routing.
Non-Intrusive: Incidents with unmatched descriptions are left unassigned, preserving flexibility.
Reusability: Can be integrated into any Flow Designer flow triggered by forms, record creation, or APIs.

[github-actions]

✅ Valid PR for ActionPack

Thank you for your contribution. This PR complies with the CONTRIBUTING.md.
A maintainer will review this shortly. In the meantime, Happy Hacking!

[rohi-v]

Hi @Shashank102002

We have so many OOTB features for assigning tickets to group based on different criterias- Assignment rules,⁠Decision tables,based on CI etc.. and Incidents can be created from multiple sources too so creating an action for incident record creation with assignment may not provide much reusability.

You can check some of the recently submitted actions for reference. They are good examples of what we're aiming for.

Closing this for now. Once you make additional changes, feel free to re-open this Pull Request or create a new one.