Setting Assignment group when an email comes from a particular place

[prudhvig]

Hi,

My manager has some email ids, assignment groups listed out with him and whenever an email comes from any of those ids, it has to be assigned to a particular assignment group automatically. This is what that has to be done.

Can I get an idea about what has to be done in these circumstances? Thanks in advance.

[Dave Smith1]

But, I have only email ids. That field is not taking any email ids. What should I do now?

Do you mean: you have email addresses of people that aren't users on your platform?

[prudhvig]

Yes Dave.

I have an email id : abcdef@gmail.com. Whenever an email comes from this, assign to Assignmetn grouop "abcdef"

[Dave Smith1]

I have an email id : abcdef@gmail.com. Whenever an email comes from this, assign to Assignmetn grouop "abcdef"

That could be an issue.

Incidents are usually raised with a known name against the "caller" field - if they're not registered users on your platform, I'm not certain how they can be matched against the raiser without user details.

[prudhvig]

Cant I use the below logic:

if (addresses.toLowerCase().indexOf("arts@teheit.com") != -1)

      current.assignment_group.setDisplayValue("SD");

else if (addresses.toLowerCase().indexOf("clientbackup@ait.com") != -1)

    current.assignment_group.setDisplayValue("Backup");

else if (addresses.toLowerCase().indexOf("support@ait.com") != -1)

      current.assignment_group.setDisplayValue("SSD");

else if (addresses.toLowerCase().indexOf("cloudservices@alit.com") != -1)

    current.assignment_group.setDisplayValue("Purchasing");

[Dave Smith1]

Prudhvi Raju Gadiraju wrote:

Cant I use the below logic:

Yes, you can.   Have you tried it to see what it does?   Have you built test cases to analyse differences between actual and expected?

I am very new to ServiceNow and I do not know what exactly to do.

Then you may be better off with some training first - or at least some platform exploration to fully understand the capabilities available.

It sounds much like you've never driven before, you've just brought a car... and now you're asking how to make customisations in the belief it improves driver performance.

If this is a production system - does anyone believe your inexperience is going to benefit your organisation at all?   Are you the right person tasked for this job?