Auto assign CMDB Health Metric tasks to support groups

[stephenwinter]

I'm in my Tokyo developer instance trying out the CMDB Health Metric task creation.

However, when setting it up, it only allows me to populate the "task assignee Group" with an assignment group from the groups table. Is there any ability to easily get these tasks to be assigned to the Support group for the CI it's being created for?

Ideally, I would like it to go to the assignment group through the task creation process instead of requiring a business rule on insert

[Sean Walters · Accepted solution]

Hi Stephen, 

I don't believe there is a way to dynamically pull that based on CI currently. 

I believe the logic behind this feature is that you would have one CMDB Control Team that would first analyse the record and then possibly look to interact with the relevant support group if required. 

As you mentioned if you wanted to change it I think a business rule would be required currently. 

Might be worth creating an idea for this so that it can be introduced in a later release. 

Hope that helps.

Please mark my answer correct and helpful if this resolves your issue.

[stephenwinter]

Hello Sean

Thank you for your response. I was thinking this is how the functionality was intended and it seems like I would need a business rule to assign these out.

I will raise an idea and see if ServiceNow will allow these to be dynamically assigned.

Thank you

[Nick89]

Hi Stephen,

I think you have to implement the logic by yourself. So create a Flow with a trigger on a created record and use the assignment group from the CI. But you should consider Sean's input, because you should be 100% sure, that your CMDB is correct before assigning the e.g. stale task to the appropriate team.

Regards,

Nick