Auto-Assign Incident to a Group Based on the Category ServiceNow

. Create a Business Rule:

• Name: Auto Assign Incident Group
• Table: Incident (incident)
• When: After Insert

(function executeRule(current, previous /*null when async*/) {
    // Check the Category and assign a group
    if (current.category == 'hardware') {
        current.assignment_group = getGroupByName('Hardware Support'); // Assign the group to Hardware Support
    } else if (current.category == 'software') {
        current.assignment_group = getGroupByName('Software Support'); // Assign the group to Software Support
    }
         current.update(); // Update the record with the assignment group
})(current, previous);
 function getGroupByName(groupName) {
    var gr = new GlideRecord('sys_user_group');
    gr.addQuery('name', groupName); // Fetch the group based on the name
    gr.query();
         if (gr.next()) {
        return gr.sys_id; // Return the Sys ID of the group
    }
    return ''; // Return empty if group is not found
}