Auto assign a ticket to a user ?

katz2 · ‎09-14-2016

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..

Chuck Tomasi · ‎09-14-2016

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

View solution in original post

devi_putra · ‎09-14-2016

Hi Karthik,

You can do it through Onchange client scripts.

Thanks,

Devi

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

katz2 · ‎09-14-2016

Tried using the same.. but no luck

Chuck Tomasi · ‎09-14-2016

I wouldn't use client scripts. It's going to involve doing GlideAjax calls which gets more complex than you'll need. If you can provide additional details of what you are trying to do, we can suggest options.

It still sounds like Assignment Rules are the way to go. If you are having issues with that, please let us know so we can fix it. Doing this via your own script is either going to lead to difficulty maintaining hard coded solutions over time, or re-inventing what assignment rules do. Both seem like a bad decision to me given the information at this point.

Chuck Tomasi · ‎09-21-2016

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Thank you