Auto populate assignment group on incident form depend on the catalog item variable selection

Arjun Reddy Yer · ‎12-06-2023

Required help @Vasantharajan N @Tanaji Patil

Need to auto populate assignment group on incident form depend on the catalog item variable selection.

As when the user select an option from the drop down list on service portal page of a catalog item it should auto assign to a group based on the selected option.

On Service Portal:

Selection of Option from Dropdown list

Incident Form:

Anil Lande · ‎12-07-2023

Try adding logs and see what are the logs;

var issueArr1 = ['telephony_application_access','Calls_quality_dropout','CUIC_reporting_dashboards', 'call_recording', 'add_modify_ccess', 'other_issue'];
// use array for more that 2 values to reduce code length
gs.info('ABC  my_telephony_issue_about = '+producer.variables.my_telephony_issue_about);
gs.info('ABC isPart of Issue arr = '+issueArr1.indexOf(producer.variables.my_telephony_issue_about) > -1);
if (issueArr1.indexOf(producer.variables.my_telephony_issue_about) > -1) {
gs.info('Inside Array 1 for group c3538fd81b493dd481df65f1f54bcb4f');
    current.assignment_group = 'c3538fd81b493dd481df65f1f54bcb4f';
}
if (producer.variables.my_telephony_issue_about == 'call_capture') {
    current.assignment_group = 'd7e483d01b893dd481df65f1f54bcb86';
};
if (producer.variables.my_telephony_issue_about == 'alvaria_workforce_management') {
    current.assignment_group = '97677a80dba7a5148837aa4dd396194c';
}

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Thanks
Anil Lande

View solution in original post

Anil Lande · ‎12-06-2023

Hi,

You can use Record Producer script part to add assignment group.

use below logic in record producer script:

if(producer.variables.my_telephony_issue_about == 'choice_value'){
current.assignment_group = 'sys_id of your group';
}

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
Thanks
Anil Lande

Arjun Reddy Yer · ‎12-06-2023

it's working for only one option

actually based on below choice option group should auto select @Vasantharajan N

Choice Option	Groups
*Telephony Application Access	IT INFRASTRUCTURE - TELEPHONY-INC PBM SUPPORT
*Calls Quality or Dropout	IT INFRASTRUCTURE - TELEPHONY-INC PBM SUPPORT
*CUIC Reporting/Dashboards	IT INFRASTRUCTURE - TELEPHONY-INC PBM SUPPORT
*Call Info Capture	LEGACY APPS SUPPORT-INC PBM SUPPORT
*Call Recording	IT INFRASTRUCTURE - TELEPHONY-INC PBM SUPPORT
*Add-Modify Access	IT INFRASTRUCTURE - TELEPHONY-INC PBM SUPPORT
*Alvaria Workforce Management	WORKFORCE PLANNING-INC PBM SUPPORT
*Other Issue	IT INFRASTRUCTURE - TELEPHONY-INC PBM SUPPORT

Anil Lande · ‎12-06-2023

Hi,

Can you please share what you have tried and where it is failing?

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
Thanks
Anil Lande

Arjun Reddy Yer · ‎12-06-2023

tried with below script

if(producer.variables.my_telephony_issue_about == 'telephony_application_access' || 'Calls_quality_dropout' || 'CUIC_reporting_dashboards' || 'call_recording' || 'add_modify_ccess' || 'other_issue'){
 current.assignment_group = 'c3538fd81b493dd481df65f1f54bcb4f';
 }
 if(producer.variables.my_telephony_issue_about == 'call_capture')
 {
 current.assignment_group = 'd7e483d01b893dd481df65f1f54bcb86';
 };
 if(producer.variables.my_telephony_issue_about == 'alvaria_workforce_management')
 {
 current.assignment_group = '97677a80dba7a5148837aa4dd396194c'; 
 }