Automating Incident Routing Across Support Tiers with ServiceNow and CSDM Principles

The article discusses how to efficiently route incident tickets to the correct support team using ServiceNow and Common Service Data Model (CSDM) principles. It outlines a design that automates assignment group routing based on Service Offering and Location, ensuring that incidents are routed to the right L1 or L2 support group while respecting CSDM relationships. The goal is to avoid unassigned or bounced tickets, which can lead to longer resolution times in large organizations with multiple entities and locations. The design is flexible and follows CSDM relationships, starting with L1 support and considering location-based routing.