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11-02-2022 07:16 AM - edited 11-02-2022 07:17 AM
Hey,
I'm a noob and I'm looking for a way to auto populate the assigned to field when the state is set to resolved, and the assigned to field should be the creator of the incident.
Use case:
Person A creates the incident and assigns it to person B to fix something
When B fixes it and clicks resolve, the assigned to should automatically populate A.
Is this possible and if so, can you give me a step for step on how to do it? 🙂
I hope it makes sense.
Solved! Go to Solution.
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11-02-2022 07:29 AM - edited 11-02-2022 07:30 AM
1. Create a before update business rule on incident table with condition (state changes to resolved).
2. In the script part write:
current.assigned_to = current.caller_id; // caller_id is the backend name of "affected user" on incident table.
OR
current.assigned_to = current.opened_by; // if you want to set opened by in assigned to.
Raghav
MVP 2023
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11-02-2022 07:33 AM
[re-posting the link, seems just 'copy and paste' doesn't work well]
https://[your_instance].service-now.com/sys_script_list.do?sysparm_query=GOTOcollection%3Dincident%5Ewhen%3Dbefore&sysparm_view=
