If short description is filled with particular word say "captain" , then ticket should be assigned to "captain group" assignment group

[nitin51]

Hi,

If short description is filled with particular word say "captain" , then ticket should be assigned to "captain group" assignment group

If short description contains work "captain" then assignment group should be filled with group "captain group" while creation of ticket.

Please help me with this requirement.

[Aishwarya Thaku]

Hi @nitin ,

You can write a business rule on the insert with the condition as Short Description contains "captain".  Then you can assign the captain group to the field assignment group in the script in Advanced Section.

Please mark my answer as helpful or correct, if applicable.

Thanks,

Aishwarya

[dmathur09]

Hi Nitin,

You can use the assignment rule to that OOB way. Use the condition as "Short Description contains captain" in applies to section and in the assign to section provide the group name.

If you think my response is helpful for you? If yes, mark it as correct answer and close the loop so that it would help future readers as well.

Regards,
Deepankar Mathur

[dmathur09]

Hi Nitin,

If you think my response is helpful for you? If yes, mark it as correct answer and close the loop so that it would help future readers as well.

Regards,
Deepankar Mathur

[cgedney]

First of all, is this for a record producer or a catalog request?

If it is for a record producer, then in the script... you'll have to check for producer.short_description or whatever the field name is in the Record Producer script. Such as:

if (producer.short_description == "whatever")
	current.assignment_group = "<sys_id of the assignment group>";
else
	current.assignment_group = "<sys_id of the other assignment group>";

If it is a catalog request, then you'll need to check for current.short_description in the workflow. Such as:

var req = new GlideRecord('sc_request');
req.get(current.request);
if (current.short_description == "whatever") {
  req.assignment_group = "<sys_id of the assignment group>";
}
else {
  req.assignment_group = "<sys_id of the other assignment group>";
}
req.update();

if (current.short_description == "whatever") {
  current.assignment_group = "<sys_id of the assignment group>";
}
else {
  current.assignment_group = "<sys_id of the other assignment group>";
}