Adding multiple assignment groups in one go

Sandeep Deswal1 · ‎12-17-2018

Hi

While implementing CSM for my client. We realised the customer has lot of assignment rules (say approx. 400-500) based on various combinations. One way is to create them all one-by-one in Servicenow. I wanted to check if there is a way to directly import them from an excel file or something. Please share if you've come across such a requirement and the best option selected to deal with it. I'm inclined to think there should be a way to build them outside of servicenow and import them all together (be it in an excel file or something else).

Thanks!

Sandeep Deswal1 · ‎12-20-2018

Thanks Brunda (SN Developer). The excel file you provided was useful. It seems like it may have been used for incidents etc. In my case of creating the assignment rule for CSM cases. We need to add condition as well and since it is saved in the backend as a query, I had to modify my excel file to have the condition listed in that query format. Please find the sample attached file.

Thanks everyone again for your responses.

View solution in original post

Sandeep Deswal1 · ‎08-26-2020

Hi Smith

Output of an assignment rule is the group (that gets the case assigned based on predefined conditions). So, you'll need to create an assignment rule based on each condition.

If there are multiple possible use cases that can assign cases to same group, you could add them all in same assignment rule.

Thanks!