Change of Assignment group as per the incident category , sub category in platform(Native)

[ServiceNow10sun]

Hi All,

My requirement  when application category field is 'Access' assignment group should be 'A' , when application category field is 'Platform' assignment group should be 'A' , when application category field is 'Data' then assignment group should be 'C' and when none of the above conditions met then assignment group should be 'D'.

In both scenario incidents are being created via service portal and via platform the the above function should work. 

Below is my script which is not working :

Please suggest .

Thank you in advance.

@Saurav11  @Ankur Bawiskar 

[Mohith Devatte · Accepted solution]

Hello @ServiceNow10sun ,

is this a Business rule ? if didi you configure an before insert BR or an after Insert BR ?

if its an After insert can you try making it before insert and see the result ?

Hope this helps 

Mark my answer correct if this helps you 

Thanks

[Jerick I · Accepted solution]

Hi @ServiceNow10sun,

Why not use the OOB functionality to handle the group assignment rather than writing a script? Here is the link to the assignment rule. /sysrule_assignment_list.do?sysparm_userpref_module=4e396c067f0000010016d74aec287a36&sysparm_clear_stack=true

[Ankur Bawiskar · Accepted solution]

@ServiceNow10sun 

assignment rule should work from portal or backend i.e. both

did you debug it?

[ServiceNow10sun]

Assignment rule worked. The issue was in the record producer variable 'Lookup value field' i have selected label and in the BR i was using backend value of choice which created issue.

So after changing the Lookup value field as value it worked. think now before BR  will also work.

Thank you so much for the prompt response.

[Ankur Bawiskar]

@ServiceNow10sun 

Couple of ways to achieve this

1) Assignment rule

2) Before insert BR

which one did you start and what challenge you are facing?

[ServiceNow10sun]

Assignment rule worked. The issue was in the record producer in variable field in the 'Lookup value field' i have selected label and in the BR i was using backend value of choices which created issue.

So after changing the Lookup value field as value it assignment rule worked, think now before BR  will also work.

Thank you so much for the prompt response.