If an incident's Assignment group is empty, what happens when an agent clicks the "Assign to me" UI action?

When an incident's Assignment group is empty and an agent clicks the "Assign to me" UI action, the agent is prompted to select the Assignment group. This occurs because if there is no default group assigned to the incident, the system cannot automatically assign the incident solely to the agent without first confirming the appropriate group for that incident. The prompt enables the agent to select a suitable group, ensuring that the incident is categorized properly for further handling and that it has a proper channel for resolution.

Having this functionality enhances the service management process by ensuring that incidents are not only assigned to an individual but are also aligned with the relevant team that is best suited to address the issue. This approach maintains accountability and prevents incidents from falling through the cracks due to group assignment ambiguity.