You must have the support role on your ServiceNow account defined to the assignment group that you want to work on.
You need to forward a ServiceNow ticket that you are working on, when you have done your part and the rest needs to be investigated at that assignment group’s corresponding team or when you received a ServiceNow ticket from a team that is asking you to provide some logs/report/advice etc. and assign back the ticket, or in case of a mis-assignment or misinformation.
In case of a mis-assignment, meaning that the ticket should not be assigned to your team at the first place, and the topic mentioned in the ticket is out of our knowledge or responsibility, the ticket should be forwarded to the correct assignment group.
In case of a misinformation, meaning that the ticket was received from another team without providing clear steps to reproduce, the ticket should be forwarded back and asked for further clarification.
To forward a ticket, delete the Assigned to value,
and then, delete the Assignment group value;
only after that, ServiceNow system is going to allow you to define another Assignment group.
You can also update the Service Area and Area fields accordingly, but it is not necessary.
If you do not know the name of the assignment group, you can update the Service Area and Area values and keep assignment group blank.
In both cases, click on Save button and your ticket will be forwarded to the defined assignment group.