How to assign incidents depend upon the user location?

[gokulraj]

Hi all,

  I have a requirement to assign the assignment group automatically for all incidents depends on the user location.I need a script for this.Please, suggest   your ideas.

[Ashutosh Munot1]

Hi Gokulraj,

You can create a datalookup rules for this instead of code.

Where is this mapping store?

Anyways if you want code then see below:

Business Rule:

BEfore Insert:

var gr = new GlideRecord('custom table where mapping store');

gr.addQuery('location field',current.caller_id.location);

gr.query();

if(gr.next())

{

current.assignment_group = gr.group_field in custom table;

}

Code is just for INFO. BUT use datalook up rules.

Thanks,

Ashutosh

[Dubz]

Hi Gokulraj,

You can do this with assignment rules quite easily.

Go to System Policy > Rules > Assignment and you can set them up in there. You can either create a rule for each location by dot-walking to the caller fields in the filter conditions or you can write a script, the script tab has an example format that you could very easily modify.

[gokulraj]

I have created a new table for assignment group and location.but it does'nt contain any records.Please,suggest some ideas.

[Ashutosh Munot1]

Hi,

Did you created Assignment rules?

If yes, then you have to add records there depending upon your requirement.

For example: Location is ABC then Assignment group is Service Desk.

Then go create new incident with location as ABC and see you assignment group will be Service Desk.

Thanks,