Assignment group should be auto populated in the Incident record, When Configuration item changes (Populate Configuration item Managed by group in the Incident Assignment group).

[Amisha Pattojos]

Assignment group should be auto populated in the Incident record, When Configuration item changes (Populate Configuration item Managed by group in the Incident Assignment group).

I'd really appreciate a descriptive walk through on how to solve it.

[Aman Kumar S]

Hey,

I think Assignment rules, will be a good solution for your scenario.

Its simple, efficient , low code and OOTB way of doing assignments.

Below article suggests, how to create it:

https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/task/t_DefinAnAssignRuleIncidents.html

[Jaspal Singh · Accepted solution]

Try something as below as a scalable option.

1. Script include: 

var getCIRelatedGroup = Class.create();
getCIRelatedGroup.prototype = Object.extendsObject(AbstractAjaxProcessor, {

    GetCIGroup: function() {
        var ciselected = this.getParameter('sysparm_ci_grp');
        var as = new GlideRecord('cmdb_ci');
        as.addEncodedQuery('sys_id=' + ciselected );
        as.query();
        if (as.next()) {
            return as.managed_by_group.toString(); //will return sys_id of group
        }
    },

    type: 'getCIRelatedGroup'
});

2. Client script that runs onChange() of cmdb_ci field on incident form

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }
   
    var ga = new GlideAjax("getCIRelatedGroup");
    ga.addParam("sysparm_name", "GetCIGroup");
    ga.addParam("sysparm_ci_grp", newValue);
    ga.getXML(parseResponse);
}

function parseResponse(response) {
    var answer = response.responseXML.documentElement.getAttribute('answer');
    g_form.setValue('assignment_group', answer);
}

[alkagupta]

What changes I need to make in the script if "Managed by" group is inactive, I need to assign Incident to user's location deskside?

[Ketan Patel1]

Hello,

Don't forget to check out Data Lookup Rules.