Automatically populate assignment group from configuration item on incident

jonny1 · ‎05-29-2015

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.

manikorada · ‎05-29-2015

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

}

View solution in original post

shm · ‎07-30-2017

Hi Miriam,

Like above said ,my aim is to Impersonate itil.<first name> and create a new incident for CI "PS ORA01". When the CI is populated the assignment group should be set as "Database" group.I have tried business rule as well as Client script. Still having some problems.Application is in global.The result with client script is assignment group set as NY DB ,but I want the support_group.parent which is "Database" .

And with Buisness rule no effect at all. Please advice.

marcguy · ‎05-29-2015

assignment rules can be data driven;

Defining Assignment Rules - ServiceNow Wiki

http://wiki.servicenow.com/index.php?title=Data_Lookup_and_Record_Matching_Support