Business rule for assignment

simonaivanova · ‎05-18-2017

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 · ‎05-18-2017

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);

View solution in original post

Pradeep Sharma · ‎05-18-2017

Hello Simona,

You can configure this via Assignment rules. More info here.

Defining Assignment Rules - ServiceNow Wiki

The other option is the Business Rules as you have mentioned (in case you want this to work insert/update operation). However no script is required and it can be configured via filter conditions "When to run" and action tab.

More info here.

Business Rules - ServiceNow Wiki

simonaivanova · ‎05-18-2017

Hi Pradeep,

unfortunately we have business rule for assignment of all of the tickets to a concrete group, which will overwrites the assignment rule. That's why I decided to write a new business rule.

Pradeep Sharma · ‎05-18-2017

Thanks SImona for the update. in this case you can adjust your script in the previous Business rule

Script will be

if(current.company.getDisplayValue() == 'PASS COMPANY NAME HERE')

{

current.setDispalyValue('assignment_group', 'PASS ASSIGNMENT GROUP NAME HERE');

}

Please make sure field column names are correct as per your table.

simonaivanova · ‎05-18-2017

The thing is that the company is not a static field, but should be taken as the information from the active directory, related to the user ID.

Also based on the company, the related assignment group will be different.