Need Help with Restricting Incident Assignment Based on Group Name and Type

[Akhila P]

Hello Everyone,

I have a requirement where any group with AP in the name and type not equal to ITIL should not be assignable for incidents. However, there are two groups that also have AP in their name, but their type is ITIL, and these should not be restricted. I tried to implement this using a Business Rule, but it's currently restricting all AP groups regardless of their type.

Could anyone please help me fine-tune the logic or suggest a better approach?

Thank you.

[Dr Atul G- LNG]

Hi @Akhila P 

Technically, it’s possible, but you would need to hardcode with the sys_id, which is not recommended. Alternatively, you can try adding a new type with two groups and then use the out-of-the-box (OOTB) method to restrict it.

[James Chun]

Hi @Akhila P,

I don't know why you are using a Business Rule, but your condition sounds right to me.

You are saying when a group's name contains 'AP' AND type != ITIL, the group should not be assigned to incidents.

If that's the case, your two groups (which contains 'AP' in the name and is an ITIL type) should still be able to be assigned to incidents as it does not satisfy the first condition.

To me, the logic is right but your script or condition must be incorrect. If you can share your script, we can look into where it went wrong.

Cheers

[Ankur Bawiskar · Accepted solution]

@Akhila P 

why not use advanced reference qualifier?

Remember you will have to perform dictionary override for incident table as assignment_group field is on task table

1) go to that dictionary and create new dictionary override

2) then select incident table and Override reference qualifier as True, reference qualifier as this

nameNOT LIKEAP^nameLIKEAP^typeLIKE1cb8ab9bff500200158bffffffffff62

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Akhila P 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.