To ensure that the Submit operations are completed successfully, you must define the assignment mappings for each module. These mappings are defined in the CFG:Assignment form. You need administrator permission to modify this form.
The following scenarios explain how the assignments are mapped when a custom template is used:
When a service request is submitted, the CFG:Assignment form is reviewed before a custom template is used to create an incident. The CFG:Assignment form is considered for - General - Event to assign the incident to a Support Group, and then removes the group with the custom template assignment.
When an incident is created on Submit and the CFG:Assignment does not have an Incident Owner set up, the Group that is assigned to the incident is also assigned as the Incident Owner.