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How to use Assignment Rules with Schedules

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chrish5
Giga Guru

‎04-30-2020 11:15 AM

I have two assignment rules set up that control the group assignment of certain incidents based on the conditions of business and non-business hours.  Assignment rule A has conditions to assign the incident to Team A during business hours.  Assignment rule B has conditions to assign the incident to Team B during non-business hours.  I would take this a step further and incorporate our holiday schedule in ServiceNow into these assignment rules so if an incident comes in during business hours that is also a holiday, the incident is assigned to Team B rather than Team A.  ServiceNow HI says this is not possible in OOB assignment rules.  So I’m reaching out to the Community to see if anyone has come up with a solution for this.   Thanks.

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Ashutosh Munot1
Kilo Patron
Kilo Patron
In response to chrish5

‎05-02-2020 03:00 AM

Hi,

Sorry for late answer.

I tried something as below with due date for testing. you can change it to creation date.

var date = new GlideDateTime(current.due_date);
var schedule = new GlideSchedule("08fcd0830a0a0b2600079f56b1adb9ae");
var flag = schedule.isInSchedule(date);
gs.log(flag,'ScheduleCheck');
if(flag == true){
current.assignment_group.setDisplayValue("Hardware");
}else{
var date = new GlideDateTime(current.due_date);
var schedule = new GlideSchedule("7b2af55ddbe814108844e1bb4b961953");
var flagNew = schedule.isInSchedule(date);
gs.log(flagNew ,'ScheduleCheck');
if(flagNew == true){
current.assignment_group.setDisplayValue("Software");
}
}

 

This are my schedule sys id and groups name please change those.


Thanks,
Ashutosh

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chrish5
Giga Guru
In response to Ashutosh Munot1

‎05-13-2020 05:42 AM

Ashutosh,

With just a little change to the code, I was able to use this and it works great.

I appreciate your assistance!

 

Chris

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