How to Auto-assign Assignment group based on Description (Record Producer)

fpuzon · ‎08-17-2016

Hi everyone,
I'm trying to add some logic to our Incident Record Producer script so that when a user submits the form through ESS with our 'Issue Type' variable set to 'Applications' and the Description contains the phrase 'onbase' to auto-assign to a particular group. Has anyone done something similar? Any help is appreciated.

Thanks,
Fred

j3d1 · ‎08-22-2016

Hey Fred,

Adding this if statement to your record producer script should achieve what you're looking for.

if(current.[field "value" for issue type] == ["value" for applications] && current.["Value" for description].toLowerCase().indexOf('onbase') >=0)

{

current.assignment_group = "[sys_id of desired assignment group]";

}

if it doesn't work, try replacing "current" with "producer" and give it another go.

Good Luck,

-Ben

View solution in original post

Chuck Tomasi · ‎08-17-2016

Sounds like a use case for Assignment Rules Fred.

Defining Assignment Rules - ServiceNow Wiki

fpuzon · ‎08-17-2016

Hi Chuck,

Thanks for chiming in! I tried that initially, however the assignment group was still showing our default "Help Desk' group. I would imagine I could get away with basic conditions. Could there be something else I'm missing?

Chuck Tomasi · ‎08-17-2016

The condition is case sensitive. You may have to use the "matches regex" operator on your condition. I haven't had much experience with this. The (untested) example below is a guess based on my regex experience.

Abhinay Erra · ‎08-17-2016

Minor correction, I think it should be Description matches regex .*onbase.*