Allowing assignment groups to only be visible for incident tickets in the look up field

Amith P · ‎05-03-2019

Is there an option to show the assignment group based on the module; instead of setting the 'Type' option for selecting the modules while Assignment Group creation.

Let say we add a couple of new checkbox fields to the Group table E.G. ‘Requests Only’ and ‘Incidents Only’.Then add some sort of reference qualifier to the Assignment Groups drop down menu in the Incident/Problem/Change/RITM and Task tables.

So if an Incident ticket is created, in the assignment group selection the group should not be visible if we set the field ‘Requests Only = True’. Same as if a catalog task is created, in the assignment group selection the group should not be visible if we set the field ‘Incidents Only = True’.

But the problem is, if we created such fields will be referred in TASK table. So is there any option to do the same?

I can explain more if my question is not clear.

Attaching the screenshots as well.

Brian Dailey1 · ‎05-14-2019

Hi Amith,

You can set different reference qualifiers for Incident, Problem, Request, etc., by using Dictionary Overrides (click to ref.) on the dictionary entry for task.assignment_group. To do so (example, for Incident):

Create your new group type (e.g., 'Incident Assignment') in table [sys_user_group_type].
Open the module: System Definition>Dictionary
Search for Table = task and Column Name = assignment_group, and open that dictionary entry.
Scroll to the bottom to find the related list Dictionary Overrides.
You may see one listed for Incident, but if not just click 'New'.
Check the box for 'Override reference qualifier' and then specify your new RefQual:
(e.g.) active=true^type=[insert sys_id of your new group type here]^EQ
Save your override.

Repeat this for each table you wish to establish a specific group type for. In this way, you should still be able to treat each Task type uniquely. Let us know if you have more questions.

Thanks,
-Brian

View solution in original post

ggg · ‎05-03-2019

there is a type field on sys_user_group ... just add it to the form.

then add values to the drop down.

sachin_namjoshi · ‎05-03-2019

You don't need to add any customization on sys_user_group table to achieve this requirement.

You can configure parent groups for each module (e.g incident, problem, change) and then configure assignment groups which are tagged to this parent.

You can use parent in assignment group reference qualifier for dictionary override of each task based table.

Regard,s

Sachin

Dhianan · ‎05-03-2019

I would suggest to read this thread for groups management

https://community.servicenow.com/community?id=community_blog&sys_id=eabdeaa9dbd0dbc01dcaf3231f961964

Brian Dailey1 · ‎05-03-2019

Hi Amith,

I agree with ggg on using the Type field to store this additional group information (e.g., you could create new choices for type of 'Request Assignment' and 'Incident Assignment'). But keep in mind that you will need to adjust your Reference Qualifier(s) for Assignment Group. OOB the Assignment Group field shows only those of type ITIL or with no type specified.

Thanks,

-Brian