Auto-Assign Tasks For Specific Assignment Groups when a RITM is Assigned

Dan13 · ‎03-31-2021

I have a requirement to automatically assign tasks that are assigned to our Service Desk assignment group to the person that is assigned the the RITM.

Example:

John Smith is assigned to this RITM.

As tasks are created as the Flow progresses, they should all be assigned to John Smith if the tasks assignment group is Service Desk. In this example, John would be assigned to the top and bottom task and not the middle one.

I set up a BR to try to achieve this, but I can't get it working for some reason. This is what I've got so far:

Thanks for any help in advance!

Brad Bowman · ‎03-31-2021

Ah. For that you'd just need another Business Rule on the sc_req_item table after Update with the Filter Conditions Assignment Group is Service Desk AND Assigned to changes. The script to find any tasks under this RITM, with the same assignment group, and not assigned to a user would look like this.

var tsk = new GlideRecord('sc_task');
tsk.addQuery('assignment_group', current.assignment_group);
tsk.addQuery('assigned_to', '');
tsk.addQuery('request_item', current.sys_id);
tsk.query();
while(tsk.next()){
  tsk.assigned_to = current.assigned_to;
  tsk.update();
}

View solution in original post

Brad Bowman · ‎04-01-2021

You are welcome.