The "Assign to me" UI action is designed to set the assignedto field to the current user. When the assignmentgroup field is empty, the system must also populate it to ensure proper routing and metrics. If the agent clicking the action is a member of only one group, the system automatically populates the assignmentgroup field with that group. However, if the agent belongs to multiple groups, the system cannot logically infer the correct group context for the assignment. To resolve this ambiguity, it presents a dialog box prompting the agent to select the appropriate assignment group from a list of their memberships.

B. An error is not displayed. The system provides a user-friendly prompt to gather the necessary information to complete the action.

C. The Assignment group field is intended to be populated by this action; it will not remain empty if the user completes the prompt.

D. Standard ServiceNow functionality does not use a "primary group" concept for users. The system requires an explicit choice when multiple options exist.

1. ServiceNow Product Documentation - Incident Management: The process for self-assignment is detailed

specifying the system's behavior in different scenarios. The documentation states

"If you belong to more than one assignment group

a dialog box appears. Select the group that you want to assign the incident to and click OK."

Source: ServiceNow Product Documentation

"Assign an incident to yourself

" Washington DC release.

2. ServiceNow ITSM Implementation Courseware: Official training materials for the CIS-ITSM certification cover the core functionalities of Incident Management

including the behavior of standard UI actions like "Assign to me." These materials explain that the system prompts for a group selection when a user is a member of multiple groups to ensure the incident is correctly categorized.

Source: ServiceNow Training and Certification

ITSM Implementation — Participant Guide

Section: Incident Management Fundamentals.