Service Assignment Guide

Map incident severity and service context to an accountable response owner and queue.

Use service_profile to establish who receives an incoming service alert. The guide produces an assignment rule, not an alert or a page.

Required context

Look for the severity scale, service owner, response lead, operating hours, and fallback queue. Preserve an owner explicitly named for the affected service. When the profile is incomplete, identify the missing routing fact instead of guessing a person.

Assignment matrix

• P1 and P2: route to the designated response lead and identify the service queue that tracks the incident.
• P3 and P4: route to the normal service queue with its accountable owner.
• Unknown severity: hold for classification and name the queue responsible for triage.
• Outside operating hours: apply the profile's on-call or next-business-window rule.

Guidance output

Return assignment_guidance as a single, readable policy string containing the severity-to-owner mapping, the fallback route, and any operating-hours condition. Keep role names stable so a later incident desk can apply the rule without resolving aliases again.

Example

A profile that assigns P1-P2 to the response lead and P3-P4 to the service queue should yield exactly that split, plus the named triage queue for an alert whose severity has not yet been classified.

Interface reference

Input field: service_profile. Service levels and assignment preference for incoming alerts.

Accepted value: object.

Output field: assignment_guidance; the returned value is a string.

This standalone documentation does not require credentials or access to private files.