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Automatically populate assignment group from configuration item on incident

jonny1
Giga Contributor

I am trying to get the assignment group field on an incident to automatically populate based on the given configuration item. I know this has been repeatedly asked and there's documentation on it but I am new to service now and I'm failing to have any success. I'd really appreciate a descriptive walk through on how to do it.

1 ACCEPTED SOLUTION

manikorada
ServiceNow Employee
ServiceNow Employee

Jonny,



Create a Client script like this:


Name : Populate assignment Group


Type : onChange


Field Name : cmdb_ci


Script:



function onChange(control, oldValue, newValue, isLoading, isTemplate) {


    if (isLoading || newValue === '')


          return;


  var ref = g_form.getReference('cmdb_ci');


g_form.setValue('assignmnet_group', ref.support_group); // support_group is the name of the field on cmdb from which you want to get the group


}


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11 REPLIES 11

Thanks Miriam, that is simple and makes perfect sense. For some reason, it still isn't working. The application field in the top right of the business rule is set to a custom application, and it is gray (I can't change it.) I think this might be the problem but I don't know why I can't set it to global.


manikorada
ServiceNow Employee
ServiceNow Employee

Jonny,



This might be because you are not on Global Application. You need to change it to global.


Yes, try changing the scope to global.


How? The application field is grayed out and I can't change it.


Click the cog wheel to the far right, to open the settings. In there you should have a choice to change the scope/application you are working in.