How to automatically populate assignment group field based on caller location BEFORE saving?

[JordyZ]

Hi,

How do I make the incident form automatically populate the assignment group field based on the location of the caller before even saving the form?

Use case: I'd like the assignment group field to be immediately filled with the service desk of the caller's respective location from the moment the location is selected on the form.

There is a decision table that links the location with the assignment group, see picture in attachment.

How do I go about doing this? Thanks in advance.

[Basheer]

OnChange Client Script + Script Include

in Client Script

var location = g_form.getValue("location") //give the proper column name;
var ga = new GlideAjax('populateAssignmentGroup'); //Give proper script include name and it should be client callable script include
ga.addParam('sysparm_name', assignmentGroupCheck);
ga.addParam('sysparm_location',location);
ga.getXML(callback);

    
function callback(response) {
var answer = response.responseXML.documentElement.getAttribute("answer");
  if (answer) {
g_form.setValue("assignment_group", answer);
 }
}

In Script Include

var populateAssignmentGroup = Class.create();

populateAssignmentGroup.prototype = Object.extendsObject(AbstractAjaxProcessor, {
assignmentGroupCheck: function () {

              var location= this.getParameter('sysparm_location');
            //write your logic to get the assignment goup based on loaction
return assignmentGroup
}
}
});

[Sebas Di Loreto]

@JordyZ 

Basheer's answer is very good. Just a few clarifications and other things you may want to do:

1. The client script is onChange of the caller_id or location field? It is up to you. You may have another client script filling in the location field once you provide the caller_id. So this will be like a daisy chain event: you provide the caller_id, then the location is populated with the correct information and this new client script uses the location field to determine the assignment group.
2. You will have to use the decision table information into the script include's logic 

[JordyZ]

Hi @Sebas Di Loreto 

Yes there is a dictionary entry override that automatically fills the location of the caller in the incident form. Does this interfere with anything? How do I use the decision table info into the script include?

Apologies for all the questions.

[Sebas Di Loreto]

@JordyZ 

So you are telling me that if you change the caller_id many times on the form the location field changes accordingly? That cannot be because of a dictionary override...

The decision code would be something like:

var gr = new GlideRecord('decisiontable');   //I assume that is the name of the table

gr.addEncodedQuery('region=location');   //assuming location is the same as the regions on that table

gr.query();

return gr.group;

}