Automatic Ticket Routing Help

[Jeff Marlowe]

Hi Everyone,

I am currently trying in Service Now to automatically route tickets coming in via email based off short Description. 

I Learned about the Rules -> Assignment Tab -> Set Preconfigured fields for this tab to accept short description.

An example would be:

Table: Incident

Conditions:

Short Description -> Starts with -> Computer Crashing

Then under the assign to tab the only options are for User and Group which is where my problem lies. I would ideally like to have the option to automatically assign priority, sub category, etc which I believe can be done in the script field.

I do not know any JavaScript unfortunately and was wondering if someone would be able to help me with an example script for instance Subcategory set to x . Hoping with this I would be able to change the variables and get it where I can automate all these fields.

Thank you for your help!

[SumanthDosapati · Accepted solution]

Hi,

In the script tab you can write as below 

current.priority = '3';

current.sub_category = 'abcd';

[Jeff Marlowe]

Thanks a lot Really appreciate it!

[SumanthDosapati]

Mark as correct and helpful so that future visitors get benifited.

Regards,

Sumanth

[ideamax]

Go the script section.