The OOTB incident process has a condition that checks if the category has been set. If no category is set the assumption is made that it was not raised directly with an analyst but via Self Service or Email, for example. The incident is OOTB also assigned to the support group that is held against the raise users location. So if you don't have a support group associated to the location that is then in turn has users associated you will end up with a NULL assignment.
You should be able to see this if you open the relevant incident process within Process Designer in Console. It will look something like this:
What you need is an assignment after the Yes branch of the 'Category Set?' condition that assigns to the Service Desk. You can do this by deactivating the process and adding an assignment 'arrow' onto your diagram. Set the group to be 'Service Desk' and join it up as required. Here is an example of another incident process. This doesn't use the 'Category Set?' condition but it will at least give you an idea.
Right click on the group attribute and select the 'Value Type' option.
Then select the 'Specify an absolute.....'
Populate the group with Service Desk.
Save and activate your process.
Thanks - I've updated the add assignment and set it to Service Desk and made sure the process is set as default but the incidents are still being created without being assigned to any group ........
Do I have to restart any services after changing a process?
Just to be sure....
The incident is being raised using the process you have modified? Just because it is the default does not mean it is the one being used. It is possible to specify a different process is used.
The incident is being created without a category set against it?
Yes - The right process is being used
No - There is no category set against it
Could you screenshot the particular area of the process and add it onto here?
Sorted now - I needed to add another assignment at the top level which I'd missed.
Many Thanks for the help!
No problem, glad it is working for you.