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

[fpuzon]

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

[sourabhd87]

Check if you are already assigning the incident to some groups, as the assignment rules only work if the task is not already assigned to another user or group.

Kind regards,

Sourabh D

[Abhinay Erra]

Good catch. Record should be unassigned, it cannot overwrite the existing groups and also default value. Use a before business rule.

[j3d1 · Accepted solution]

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

[fpuzon]

Hi Ben,

'producer' worked like a charm!   Thanks for your help and to everyone who chimed in.   Much appreciated!

Cheers,
Fred

[j3d1]

Glad that worked for you! And good call by Chuck on using a property rather than hard coded sys id's.