In this Ivanti Neurons for ITSM tutorial, Thomas Adriaansen from Network Consulting Services, Inc. (NCSi) demonstrates how to automatically route incidents to the correct support team based on incident category.

This configuration-driven approach helps ensure incidents are assigned accurately and efficiently—reducing manual triage and speeding up resolution times.

In this video, you’ll learn how to:

• Add an Assignment Team field to the Category business object
• Update forms and lists to manage team assignments by category
• Use initialization rules to set default assignment teams
• Create quick actions to bulk-update existing categories
• Configure editing and calculation rules on the Incident object
• Control when team reassignment occurs based on incident status
• Prevent unintended reassignment by disabling conflicting out-of-the-box rules

By the end of this walkthrough, you’ll have a clean, scalable way to route incidents automatically—ensuring the right team gets the ticket at the right time.

Presented by:
Thomas Adriaansen, NCSi

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