Business rule for assignment

[simonaivanova]

Hello,

I need to create   business rule for direct assignment of a ticket. But I need to take the company property and to assign it to the group,

which is related to the concrete company.

For example: if the ticket comes from Company Naxex, it should be assigned to group SN_LDS. How I can write it in a script?

[Pradeep Sharma]

I'm clear with the first part

You mentioned "Also based on the company, the related assignment group will be different" [PS] : Where is this info stored?

[simonaivanova]

It is in the field "Company", taken from the active directory as information.

[Pradeep Sharma · Accepted solution]

Here you go. Create a BEFORE business rule and modify the script as per your need.

(function executeRule(current, previous /*null when async*/) {

   // Add your code here
   var gr = new GlideRecord('sys_user');
   gr.addQuery('sys_id', current.caller_id);
   gr.query();
   if(gr.next())
   {
   var usrComp = gr.company;
   var gr1 = new GlideRecord('core_company');
   gr1.addQuery('sys_id', usrComp);
   gr1.query();
   if(gr1.next())
   {
   current.assignment_group = gr1.<FIELD COLUMN NAME OF GROUP';'
   }
   }

})(current, previous);

[dwada1]

Hi Simona,

You may want to look into Assignment Lookup Rules for this:

http://wiki.servicenow.com/index.php?title=Defining_Assignment_Rules#gsc.tab=0

If this doesn't meet your needs, can you please give more detail as to what you are trying to accomplish?

[simonaivanova]

Hello,

want to take the information from which office is the user and to assign the ticket to the relevant support group for that office.