Populate auto assignment group on incident form through record producer

[Madhan27]

HI community,

I got stuck with an requirement,  where I created a record producer on alert table. When the record producer is updated it will create a record in the "Alert" table. There it will create the incident record as well.

I am trying to auto populate the assignment group of the incident record as per the below condition. 

• When the source on the alert table is zabbix. 

• Accordingly it has to populate the assignment group on the incident form as Zabbx.L1 (Group exists)

Need some hints on it, I guess it can be done on BR and client scripts. What's the best practice and need some help on the scripting as well.

TIA

#Recordproducer #AlertTable #AutoAssignmentGroup

[Amit Verma]

Hi @Madhan27 

May be you can explore the option of creating a flow with trigger as Alert created. Inside the flow, you can parse the source field to get the source from the alert. Then, you can make use of Make a Decision flow logic to call a Decision table to get the right assignment group. You can read more about decision table on the below link and configure it accordingly :

https://docs.servicenow.com/bundle/washingtondc-application-development/page/administer/decision-tab...

If you have the Assignment Group names same as Source name (Like Zabbix as source and Zabbix as Assignment Group Name), then you can simply read the source field from the alert, do a lookup record to the group table with the group name to get the group sys_id and pass it to Update Record action to update the incident Assignment Group.

Thanks and Regards

Amit Verma

[Madhan27]

Ty for your response and idea @Amit Verma I guess this is the better work around than the BR's, But I need to get more expertise on decision table and FD's to work on it.

[Madhan27 · Accepted solution]

Thank You for your response, The ask was achieved with the business rule with the below following script which i used. 

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

    var grInc = new GlideRecord('incident');

    grInc.addQuery('sys_id', current.incident); //backend name of 'Task' Field

    grInc.query();

    if (grInc.next()) {

        var grGroup = new GlideRecord('sys_user_group');

        grGroup.addEncodedQuery('nameSTARTSWITH' + current.source); //backend name of 'Task' Field

        grGroup.query();

        if (grGroup.next()) {

            grInc.setValue('assignment_group', grGroup.getUniqueValue());

            grInc.update();

        }

    }

})(current, previous);