ServiceNow Certified Implementation Specialist – IT Service Management — Question 29

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this issue?

Answer options

• A. Add a UI action to hide the Network CAB group from the list
• B. Add a UI action to provide an error message if the Network CAB group is selected
• C. Add Dictionary Override to specify the Incident group Reference Qualifier
• D. Modify the choice list to include only the appropriate group types

Correct answer: C

Explanation

Option C is correct because adding a Dictionary Override with a specific Reference Qualifier will ensure that only the appropriate groups for Incidents are presented in the Assignment Group field, effectively preventing the selection of the Network CAB. Options A and B do not address the root cause of the issue, and option D would not be viable if the Network Support group needs to remain visible.