ServiceNow Certified Implementation Specialist – IT Service Management — Question 118
If the Assignment group is empty on an incident record, what happens when an agent that is a member of multiple user groups clicks the Assign to me UI action?
Answer options
- A. An error is displayed indicating the agent must manually assign the incident
- B. The agent is prompted to select the Assignment group
- C. The Assignment group field automatically populates with the agent's primary group
- D. The Assignment group field will not populate
Correct answer: B
Explanation
When an agent clicks the Assign to me UI action on an incident without an Assignment group, they are prompted to select one. This is to ensure the incident is assigned appropriately, as the system cannot automatically infer which group the agent should be assigned to. The other options are incorrect because they either imply an error or incorrect behavior regarding the population of the Assignment group field.