Auto assign a ticket to a user ?

[katz2]

Hi All,

Can someone help me with the logic / script to auto assign an incident to a user based on the assignment group ? ( Except Assignment Rules / lookup )

Thank you..

[devi_putra]

Hi Karthik,

Could you please paste screenshots of your client script so that it will help me to debug..!

Thanks,

Devi

PS: Hit like, Helpful or Correct depending on the impact of the response.

[shilpiharitwal]

Hello Kathik,

You can use Assignment Rule to set this.

In this we can define the Group name, User and put condition accordingly.

Below mention Link can help you for it:

http://wiki.servicenow.com/index.php?title=Defining_Assignment_Rules#gsc.tab=0

Round-Robin (Auto Assignment of new incidents and tasks)

Regards,

Shilpi Sharma.

PS: Hit like, Helpful or Correct depending on the impact of the response

[Chuck Tomasi · Accepted solution]

Hi Karthik,

The system is currently using dependent fields. It defines assigned_to as being dependent on assignment_group. When you pick a group, the names in the assigned_to field are filtered down to members of that group.

There is no default assignment logic that happens. You CAN write your own scripts, but that's a high maintenance option. The best way is to manage the data using assignment rules. You mentioned that's an exception. Can you elaborate further on why you don't want to use them or what you are looking to do specifically?

http://wiki.servicenow.com/index.php?title=Defining_Assignment_Rules