How to update assignment group based on department

Nitesh Chandana · ‎03-28-2017

Hello,

I had a table u_master, if i entered 'u_name' in u_master table,

Assignment group in another table named u_ticket should be updated based on the department of user(u_name) in u_master table.

If user belongs to IT department then the assignment group be changes to Software in U-ticket table.

my code is

(function executeRule(current, previous /*null when async*/) {

// Add your code here

var gr= new GlideRecord('u_ticket');

gr.initialize();

gr.category=current.u_category;

gr.u_short_description=current.u_short_description;

//gr.u_caller_name=current.u_name;

gr.u_caller_id=current.u_name.toString();

var target = new GlideRecord('sys_user');

target.addQuery('department',current.u_bavk);

target.query();

if(target.next())

{

//gs.info('found user '+target.sys_id);

if(target.name.department == '8e7458c7db2132004dba5c00cf9619b2'){ // pass the sys_id of the Axis Department

gr.u_assignment_group='2605925bdba532004dba5c00cf9619eb'; //Please pass the sys_id of the Axis rectify Group.

gr.setReadOnly('u_assignment_group','true');

}

//gr.u_assignment_group = target.sys_id;

}

gr.insert();

Can any one help me out??

Thanks.

Nitesh

amlanpal · ‎03-29-2017

Hi Nitesh,

The best way to implement this is via Business Rules. Please create an after Insert Business rule in u_master table with the below script. Please inactive all the existing Client Scripts which were created for this requirement and give it a try.

(function executeRule(current, previous /*null when async*/) {

var name;

var group;

var user_name = current.u_name;

var user = new GlideRecord('sys_user');

user.addQuery('name', user);

user.query();

if(user.next()){

name = user.sys_id;

if(user.department == '8e7458c7db2132004dba5c00cf9619b2'){ //Sys_id of Axis Department

group = '2605925bdba532004dba5c00cf9619eb'; //Sys_id of Axis Group

}

var ticket = new GlideRecord('u_ticket');

ticket.initialize();

ticket.category = current.u_category;

ticket.u_short_description = current.u_short_description;

ticket.u_caller_id = name;

ticket.u_assignment_group = group;

ticket.insert();

gs.addInfoMessage('New Ticket is created');

}

else{

gs.addInfoMessage('New Ticket can not be created. Please provide valid User name');

}

})(current, previous);

I hope this helps.Please mark correct/helpful based on impact

View solution in original post

nayanawadhiya1 · ‎03-28-2017

Hey Nitesh,

Use ASSIGNMENT RULES for your requirement.

Refer this -

Defining Assignment Rules - ServiceNow Wiki

amlanpal · ‎03-28-2017

Hi Nitesh,

If you want to do this configuration done in the Client Script please find the below snapshot. Please create a new onChange Clent script on change of the field 'u_name'.

Although, as per Best Practice, I would suggest to do all the server side queries and all in the Script include and call it in the Client Side using GlideAJAX. But I have just modified your code in the client side itself.

I hope this helps.Please mark correct/helpful based on impact

Nitesh Chandana · ‎03-28-2017

thanks for response amlan,

i need to update u_ticket table(create a record) when i click on submit in u_master table.

I am agree with you that Script include and call it in the Client Side using GlideAJAX. But as i am not so much familiar with Script Include, i am using Business rule.

I tried using client script Onchange, but u_ticket table not updating as when clicked submit in i_master table. All fields are changing when i opens the record manually.

Can you please provide me Script Include code.

amlanpal · ‎03-29-2017

Hi Nitesh,

Yes, I can provide you the necessary codes. But to do so, I need to clarify couple of things from your side.

1. onSubmit of a New Record in 'u_maste'r table a record should get created in 'u_ticket' table. Correct?

2. Is the field 'u_name' in the 'u_master' table is a reference field referring 'sys_user' table? Also 'u_caller_id' in the 'u_ticket' table is a reference field referring 'sys_user' table?

3. Is 'u_assignment_group' in 'u_ticket' table refers 'sys_user_group'?

4. If the person selected in 'u_name' field in 'u_master' table belongs from 'Axis Department' (bifurcated by sys_id) then the corresponding newly created record in 'u_ticket' should have 'Axis Group' (bifurcated by sys_id) in it's 'u_assignment_group' field. Correct?