How to auto populate Assignment group and assigned to

Alon Grod
Tera Expert

Hi,

 

I have the record producer 'Create Incident' which create a record in incident table. On the incident table i have the fields assignment group and assigned to. How can I auto populate these fields using the record producer based on caller_id value from the record producer?

1 ACCEPTED SOLUTION

BharathChintala
Mega Sage

@Alon Grod you can write something like this in Record producer script

BharathChintala_0-1675691674881.png

 

var gr = new GlideRecord("sys_user");
gr.addQuery("sys_id", caller);
gr.query();
if (gr.next()) {
    if (gr.location == 'india') { // here you can check anything from user record and based on that you can set Assignment group and to.
        current.assignment_group = gs.getProperty('property name'); // declare a properrty of group sysid and call property here
        current.assigned_to = gs.getProperty('property name'); // declare a properrty of user sysid and call property here
    } else if (gr.location == 'usa') {
        current.assignment_group = gs.getProperty('property name'); // difine different property for other group related to USA
        current.assigned_to = gs.getProperty('property name'); // declare a different properrty of user sysid and call property here
    }
}
 
or else
go to assignment rules
BharathChintala_1-1675691745986.png

Define like this in conditions

BharathChintala_2-1675692133061.pngBharathChintala_3-1675692149547.png

 

In action give group name.

If my inputs have helped with your question, please mark my answer as accepted solution, and give a thumb up.
Bharath Chintala

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10 REPLIES 10

Sai Kumar B
Mega Sage
Mega Sage

@Alon Grod 

You can make use of the Record producer script

OR

You can also use OOB Assignment rules

 

@Sai Kumar B  can you please be more specific

Hi Alon,

 

Could you please help with more details? Like how you are populating Assignee and Assignment group based on caller variable/question from Record producer? what's the logic behind this?

 

@Alon Grod 

You can write code logic in the Record producer script to populate the Assignment group/Assigned to on basis of caller_id

OR

You can use the "Assignment rules" that are available in OOB.  You can go to the sysrule_assignment table and check existing rules on the Incident table and You can refer to them and create a new rule as per your requirement to populate the Assignment group/Assigned To on the incident record.