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.

[JordyZ]

@Sebas Di Loreto 

This is the dictionarry override I use that automatically fills in the location field based on the chosen caller's location.

Where should I put the decision code in the script include?

Thanks in advance.

[Sebas Di Loreto]

@JordyZ 

That default dictionary override will ONLY work at the beginning.

You might be fine with that BUT if the caller_id changes the location won't.

And you never noticed that because the location field is not on the incident form.

Add the location field on the LIST of incidents and change the caller_id to test what I am saying.

That default dictionary override should be replaced with a "before" business rule (insert/update, order 100 is fine) since you are not showing the location field on the form. When the caller_id changes, the location will reflect current.caller_id.location.

[JordyZ]

Hi @Basheer ,

Thank you for your reply. I've tried your method but the assignment group doesn't get filled. Not sure what I did wrong.

[DrewW]

Did you try using a script include?  If so did you mark it client callable?  There is a checkbox on the script include form for that.

[ricker]

@JordyZ,

Why not look up the Caller's location when Caller changes and update the Assignment Group  instead of the extra step of the location field on the INC?  Slight modification to @Basheer's scripts and you're all set.