populate assignment group based on assigned to in servicenow

Configure the group type for assignment groups

Use the Type field to define categories of groups. Once defined,\n you can use these categories to filter assignment groups based on the group type using a\n reference qualifier.

For example, when selecting an assignment group from the Incident form,\n Type can be used to filter groups based on whether they are typically\n involved in the Incident management process. Groups such as Network or Help Desk are displayed\n as they are typically involved. Groups such as HR or New York are omitted.

The following items are provided in the base system.

• The types catalog , itil , and\n survey .
• The reference qualifier on [task.assignment_group] filters on [Type] [equals]\n [null] .
• A reference qualifier named GetGroupFilter is available to filter for\n group types using Create a dynamic filter option .

Add a new group type

You can add additional group types to filter assignment groups for tasks.

You may need to configure the form to display the Type \n field.

• \n Navigate to All > User Administration > Groups . \n
• \n Select a group record. \n
• \n Click the lock icon beside Type . \n
• \n Click the lookup icon beside the selection field. \n The Group Types dialog opens. \n
• \n Click New . \n
• \n Enter the group type name and description. \n For example, to define a type for a group as\n incident and problem ,\n enter: incident,problem . \n Click Submit . \n
• Optional: \n Add additional group types if needed. \n
• \n Click Update . \n

Assign a group type

You can assign group types to filter assignment groups for tasks.

• \n Navigate to All > User Administration > Groups and select the desired group. \n
• \n Click the lookup icon beside the selection field and select one or more group\n types. \n \n Note: Because the default behavior of\n task.assignment_group is to filter out groups with\n group types defined, adding a type to a group filters it out of the\n Assignment Group field on tasks. To change the\n behavior, set up the reference qualifier. \n\n \n

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Populate Assignment group based on service offering and location in servicenow

I want to update the assignment group to a particular assignment group when the condition fulfills on RITM ie. service offering is xyz and location is abc, then it should update.

For example, there is one catalog item that is being raised by GETit and RITM is generated with an assignment group. I want to update that value when the matching conditions are fulfilled.

I tried using assignment rules but again it doesnt work if the field has already a value and in my case assignment group already has a value, we just need to update it.

Can someone please help me here.

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Creating Dependent Choice Lists in ServiceNow

Posted by John Andersen | Oct 24, 2013 | Service-Now | 8 |

A couple of weeks ago someone asked me for some clarification on how to create a drop-down box that has values that change depending on the selected value of another drop-down box.

For example, if we are on incident form, and select a category of Restaurants, we may want the subcategory select menu change to only show subcategories of the Restaurant category, rather than all subcategories available to the form.

Rather than type out instructions or refer them to the wiki , it was quicker just to do a rough little video that showed how you might create drop-down list with values that are dependent upon the selection of another drop down choice list.

Sorry this is not polished, but it was a quick explanation of a simple process.

About The Author

John Andersen

John is the Co-Founder of Yansa Labs (www.YansaLabs.com). John founded Yansa Labs as a company dedicated to building innovative solutions on the ServiceNow platform. He is a major contributor to the ServiceNow ecosystem. John served as the platform and integration architect at the company for several years.

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Hello John,

Its quite informative. I was wondering how this works if both the fields are of reference type.

For example, in the incident table, we have the fields ‘assignment_group’ and ‘assigned_to’. The assigned_to uses should populate depending on the assignment_group selected. Will it suffice just mentioning the ‘assignment_group’ as dependent field in the dictionary entry of ‘assigned_to’ field or there is something else at work.

Also, i tried to re-create the scenario with ‘role’ and ‘groups’ making groups dependent on role. But it didn’t work.

Will appreciate your suggestions. Also, i was wondering how the dependent field works? Whether it is referring to any relation table (such as sys_user_grmember in case of group and users) to populate the values in the dependent field.

@Probir – hope this link helps you in your quest: http://wiki.servicenow.com/index.php?title=Reference_Qualifiers

Thanks for your response.

I created a global business rule and called it in reference qualifier of the ‘assigned_to’ field.

function getGroupUsers() { var grp = current.assignment_group; var users = ”; if(!grp) return;

var grpUsers = new GlideRecord(‘sys_user_grmember’); grpUsers.addQuery(‘group’,grp); grpUsers.query(); while(grpUsers.next()) { if(users.length > 0) { users = ‘,’ + grpUsers.user; } else { users = grpUsers.user; } } return ‘sys_idIN’ + users; }

The users are now populated based on the assignment_group selected.

However, when I remove the ‘assignment group’ entry from the dependent field of ‘assigned_to’, it ceases to work.

I am not sure of the role the dependent field is playing here.

Would be very helpful if you shed some light.

Thank you, Probir

Your code worked for me if I made these two changes:

if(users.length > 0) { //I ADDED A += RATHER THAN = TO THE USER LIST users += ‘,’ + grpUsers.user; } else { //I ADDED A += RATHER THAN = TO THE USER LIST users += grpUsers.user; }

Thank you John for pointing out the mistake…

So I take it from here that the dependent field has no role to play in here.

Thank you! This helped me resolve my issue.

why below script not working for me

var my = Class.create(); my.prototype = { initialize: function() { }, return_user: function () { var gr = new GlideRecord(‘sys_user_grmember’) ; gr.addQuery(‘group’,’current.assignment_group’);

gr.query();

var users = ”;

while(gr.next()) {

users += ‘,’ + gr.user;

return ‘sys_idIN’+users; },

type: ‘my’ };

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Handling Assignment Rules in ServiceNow

In ServiceNow, if one is looking for automatic assignments then he can rely on the instance’s ability to assign the tasks automatically to different users and groups depending on the specified conditions. In order to achieve this, ServiceNow has the following modules:

• Assignment Lookup Rules
• Assignment Rules

Assignment Lookup Rules:

This module appears under the ‘System Policy application’ menu. This table is basically generated out of the box as its definition is provided in the ‘Data Lookup Definition’ table in the instance, specifically for field assignments in the incident table. Assignment lookup rules mainly provide the functionality of changing any field value and not just the assignment fields.

Assignment Rules:

This module appears under the ‘System Policy application’ menu. It helps to automatically assign the tasks to a particular user or a particular group using the assigned_to and assignment_group fields respectively, depending on the specified set of conditions. One can define these assignment rules readily for their desired table.

Following are the steps for defining the assignment rule:

• Navigate to System Policy -> Assignment -> New

• From the above figure, one can see that the dot-walking can also be done in the condition builder field. Just select the ‘Show Related Fields’ option in the condition and then select the appropriate attribute.
• Further, in the ‘Assign To’ tab, select the appropriate user and group to whom the task is to be assigned.

If two assignment rules conflict, then the assignment rule with the lowest execution order runs first. The lower the execution order, the higher is the precedence.

Distinguishing Factors between the Data Lookup Rules and Assignment Rules:

Precedence among the assignment rule and business rule:

In certain circumstances, the business rules gain precedence over the assignment rules.

The business rules and assignments rules run in the following order:

• All the ‘before record insert’ business rules having order less than 1000.
• First and foremost, assignment rule with lowest execution order and matching condition.
• All the ‘before record insert’ business rules having order more than 1000.
• All the ‘after record insert’ business rules.

We are pretty sure that this blog must have given an overview of dealing with Assignment Rules in ServiceNow.

Any comments\suggestions are most welcome. We have posted further blogs as well on other topics and will frequently come back with something innovative.

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Assigned to and Assignment group

The Assigned to [assigned_to] field is a reference  field type that points to the Users [sys_user] table. This field is generally used to designate a user to work on, or be responsible for the task. By default, this field has a reference qualifier (role=itil) set on its dictionary record that prevents any non-itil user from being assigned to a task. You can override this reference qualifier on tables that extend task though, as the Project Task and Service Order tables do, if you have the relevant plugins installed.

The Assignment group [assignment_group] field serves pretty much the same purpose. The reason for having both, is that a workflow might automatically assign a certain type of task ticket to a group, ...

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Incident Assignment Group from CI in ServiceNow

By: GlideFast

With Colin Christie

In this article, we will give an example of an Incident Assignment Group from CI in ServiceNow. Let's say we’ve sent an incident to ServiceNow. We will take a look at how our flow will run.

Incident to Reboot a Windows Server

Our new incident just came in, and it's an incident to reboot a Windows server; it has a configuration item populated which is good. We can also see that the assignment group of the incident got set to the Windows Server Support group. Shown here is the support groupset to Windows Server Support on that CI (reference video at 0:40). Here's an example of how our flow was able to pull the support group directly off a CI and set it on an incident. This is a big benefit for anyone who has populated their CMDB and gone a step further to make sure that they have the proper data populated on their CIs to make sure that everything is going to be set up to go to the right support team.

Incident For Database That Has Gone Down

For this example, we'll show another incident coming to ServiceNow for a database that has gone down. We also have a configuration item populated here, and we can see that the assignment group is set to the Database assignment group. Shown here is the support group set to Database on that CI (reference video at 1:50). Now we’ve demonstrated two different support groups going to two different incidents, using the single flow that we've set up. people might think this could be done very easily with assignment rules. This is true; however, assignment rules depend on users opening tickets properly. For example, say the user who opened this ticket accidentally picked hardware as the category. If you have assignment rules that depend on the category being set properly, then the assignment group on an incident like this would highly depend on the category being set properly.

Let’s say that same incident was opened with a category instead of the category. Under different circumstances, that might go to a different assignment group and cause a delay in this incident being addressed; however, since we can utilize the support group directly from the configuration item, we can set the proper assignment group even if the user picks the wrong category for the incident. By utilizing Flow Designer’s low code solutions, we can very easily set up a rule in a few minutes that will help route incidents to the proper teams and get them resolved and addressed more quickly.

Automation Through Flow Designer

Let's see how our flow will handle new incidents that come into ServiceNow. We've just received a new incident for a Windows server that needs to be rebooted. The configuration item was populated, and as we can see in the CMDB, the support group is set to the Windows Server Support team — that's exactly what we can see on the assignment group for the incident. Now let's see what will happen if another kind of incident comes in. we've got a new incident for a database that has gone down, and the configuration item is also populated. Looking in the CMDB, we can see that the support group is populated as the Database support group, and again that's what we see for the assignment group on the incident. This is showing how the same flow can set two different assignment groups on two different incidents by utilizing that dynamic step we have in our flow that is pulling from the support group on the configuration item.

Lastly, let's see if that same incident came in for the Database server, but say the user who submitted accidentally picked the Hardware category. Now if we were relying on the more static type of rules that is parsing category to determine the assignment group, this incident may have been sent to the wrong group, which can slow down the amount of time it will take to resolve the issue. Relying on a well-built CMDB and automation through Flow Designer allows us to handle routing incidents correctly to the proper team and get them resolved more quickly. That's going to help us keep the business running smoothly.

Did you find this Incident Assignment Group from CI article in ServiceNow helpful? Are you ready to start your journey with ServiceNow? If you want to find out more information about GlideFast Consulting and our ServiceNow implementation services, you can reach out to us here .

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Advanced Reference Qualifier Using a Script Include

R eference qualifiers are a powerful tool that every ServiceNow administrator and consultant should have in their tool belt. They allow you to dynamically filter the available options from a reference field. The ServiceNow wiki has some good documentation on this topic so I won’t re-hash that here. What I do want to address is the topic of Advanced Reference Qualifiers…specifically how to leverage a Script Include instead of a global Business Rule to run your qualifier script.

Up until recently, the only way to get Advanced Reference Qualifiers to work was to create a global business rule to run the qualifier script. This works great, but it results in a global script that gets loaded all the time when it really isn’t necessary. While this isn’t something that causes any real problems in practice, it could cause performance issues if used to the extreme. The best practice guidance for advanced reference qualifiers should be to use a Script Include rather than a global Business Rule to run the qualifier script. Using a Script Include means that the script only gets loaded and used when you actually need to use it! In this article I’ll show you how this can be done using a common example of filtering the ‘Assignment group’ to display only groups for the ‘Assigned to’ value.

The first piece is the ‘Reference qual’ field value on the dictionary entry of the reference field (Assignment group in this case). The ‘javascript:’ prefix is the same, but you need to reference your Script Include function instead of the business rule function. In this case, I’m using a Script Include named ‘u_backfillAssignmentGroup’. Since these scripts can potentially interfere with each other, it’s best to prefix any of your custom scripts with ‘u_’ or something similar in order to distinguish them from any that ServiceNow may introduce in the future.

The other piece is obviously the Script Include. Since Script Includes now allow you to use On-Demand functions, your script is identical to the one you would use in a global business rule.

Mark Stanger

Date Posted:

June 21, 2011

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20 Comments

Script Includes can be a single function, too. That would reduce the complexity of this a bit. Tom Dilatush’s blog speaks to it. I use “on-demand” functions all the time for Advanced Reference Qualifiers.

http://community.service-now.com/blog/slightlyloo …

You’re right, that’s much easier! I’ve updated the article above accordingly.

Is it possible that i can dynimically change reference table on a field based on value in the another field? for example, if a table has two columns – A and B. A is of type string. B is of type reference. Can I change reference table on B based on value in A?

You would need to use a completely separate field to do that.

can you use script include in clientscripts?

Yes, there is a checkbox that enables client callable..

found it in the wiki,

Is there a way to use the same script include for client side and server side calls?

I had to make 2 different script inludes to cater each.

I am using a Script Include as a reference qualifier, but it is behaving rather strangely. When I click the magnifying glass, I get the filtered results, if I type ** in the reference field, I get the filtered results, but when I try to type in the value of what I want Firebug reports an error saying “response.responseXML is null”. The reference field filters Business Services related to the company of the caller, I created a m2m table with a related list on both Company as well as Business Services. Any idea why this is happening?

When adding the Tree Picker, is there a way when user pick a member of the group it would be able to populate the Assigned To and Assignment Group in one pick?

No way to do that currently.

Is it possible to put an condition in the attribute field? if the assign_to field is not empty then tree_picker=false.

I don’t believe so.

Can this be used on a Service Catalog variable?

made this a little bit more versatile. you can use it on Service Catalog variables as well. You can call it from any reference field’s advanced qualifier, as you can specify the reference field targettable

Tested it out and works…

Now reviewing setting the default value of the reference field to the first retrieved record, on change of the filtervaluefield

Any feedback is welcome ;-) (as I’m quite rusty in my scripting, and a newbie in Snow)

Thanks for the contribution! Please keep us up-to-date on any modifications or improvements you make.

Hey Mark, thanks for the article I’m trying to do this exact thing – create a Script Includes to use as a reference qualifier and I’m having issues, can you help?

Here is what I have so far:

But I’m still getting the following errors: WARNING at line 9: Missing semicolon.

ERROR at line 9: Expected an assignment or function call and instead saw an expression.

I’m assuming that after I get this script correct I’d just need to create a dynamic or advance reference qualifier on my assignment group field (ie javascript: u_INC_FilterAssignmentOnDisableTrigger)…… am I right?

Hey April. These types of questions are probably better suited to the ServiceNow community site. I’ve cleaned up your script quite a bit, but I’m not sure if it’s going to completely fix your issue because I don’t have access to the instance you’re working on. This script should eliminate the errors you’re seeing (and solve several other issues I noticed). If you have further questions please ask on the ServiceNow community site.

Hi I have a problem: I call a Script Include in the assignmnent_group field of the incidents… but unfortunately I found the same call also in the assignmnent_group of Changes and Problems. How can I fix this problem?

You must create a dictionary entry override for the incident table. In order to do that you need to do the following: Configure the dictionary of assignment_group Go to the Dictionary Overrides related list Click new and specify the table you want to override, in your case the Incident. Check the Override reference qualifier and populate the Reference qualifier field with your script include. Save the record.

Comments are closed.

John G says:

Thiago Pereira says:

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