Execute assignment rule on demand by script

[Piero Virgilio]

Hi All,

the client asked me to implement a UI action to suggest an assignment group to the agent after changing some fields of the case (Business Service and other custom fields).

Is there a way to execute on-demand assignment rules, which I have defined to assign the case when it is created, and show the result to the agent who can decide whether or not to accept the suggestion?

I don't want the assignment group of the case always be recalculated on update.

Thanks,
Piero.

[Piero Virgilio · Accepted solution]

I've found the solution using GlideFilter.checkRecord() and GlideScopedEvaluator().evaluateScript() functions.

checkRecord allows me to find the assignment rule that match with new values of my record.

evaluateScript returns me the sys_id of the calculated group.

Thanks all for the support,
Piero

[SHAILENDRA3]

Hi @Piero, Can you please share the details of how you implemented the solution for your use case. Thanks in advance

[Piero Virgilio]

Hi Shailendra,

this is the code of the Script Incude

var evaluator = new GlideScopedEvaluator();
var ar = new GlideRecord('sysrule_assignment');
ar.addQuery('table', cs.sys_class_name);
ar.orderBy('order');
ar.addActiveQuery();
ar.query();

var matched = false;
while (ar.next() && !matched) {
    matched = GlideFilter.checkRecord(cs, ar.condition);
    if (matched)
        break;
}

var obj = {};

if (ar.group != "") {
    obj.name = ar.group.name.toString();
    obj.id = ar.group.toString();
} else {
    var vars = {
        'current': cs
    };

    var group = new GlideRecord('sys_user_group');
    group.get(evaluator.evaluateScript(ar, 'script', vars));

    obj.name = group.name.toString();
    obj.id = group.sys_id.toString();
}
return JSON.stringify(obj);

cs variable is a Case record (sn_customerservice_case)

Hope this is helpful.

[Hafila Hatta]

hi there. may i know exactly where did you apply this script? i've been testing it on BR but to no avail