Trying to have incident auto-route. Tried BR, Assignment Rules and nothing is working

Andrew Meza
Tera Expert

‎01-31-2025 08:00 AM - edited ‎01-31-2025 08:18 AM

Hello,

 

I am trying to get my incidents to auto route based of category. If the category is Security Vulnerability (DDI) I want to the assignment group to go to the info sec assignment group. I tried assignment data lookups, and it works but only on the backend. I need this to work from the Service Portal. When a user submits an incident with this category, I want to the records assignment group to automatically be set to info sec. At the moment they come in unassigned. Am I doing something wrong? Please see my screenshots. In the screenshots when I tested, I would disable one or the other, so these two configurations don't conflict with each other.

 

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7 REPLIES 7

Sandeep Rajput
Tera Patron
Tera Patron

‎01-31-2025 10:30 AM

@Andrew Meza Can you check if you are using current.setWorkflow(false) on your record producer on the Service Portal as current.setWorkflow(false) won't allow business rule/assignment rule to trigger.

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Andrew Meza
Tera Expert
In response to Sandeep Rajput

‎01-31-2025 12:24 PM

Where can I see if thats enabled?

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jcmings
Mega Sage
In response to Andrew Meza

‎01-31-2025 12:37 PM

You did take the correct approach with assignment rules. I'm not sure why it's not working. You can check on what Sandeep mentioned from the catalog item record. If it's a record producer (sc_cat_item_producer.list), you'll see a Script field on the "What it will contain" tab where the logic would be.

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Andrew Meza
Tera Expert
In response to Sandeep Rajput

‎01-31-2025 12:30 PM

If we are looking in the script of the record producer I dont see anything related to that. Here

var isMobile = GlideMobileExtensions.getDeviceType() == 'm';
var link = isMobile ? '#/!list/incident/q:active=true%5Ecaller_id=javascript:gs.user_id()%5EEQ' : 'home.do';

var linkLbl = isMobile ? "List" : "Homepage";
var br = '<br/>';
var linkURL = '<a href="' + link + '">' + gs.getMessage(linkLbl) + '</a>';
var msgArgs = [br, linkURL];

var info = gs.getMessage("This incident was opened on your behalf{0}The IT department will contact you if they need any further information{0}You can track status from this {1} {0}", msgArgs);

gs.addInfoMessage(info);
var caller = gs.getUserID();
var parent_table = RP.getParameterValue('sysparm_parent_table');
if (JSUtil.notNil(parent_table)) {
	var parent_map = new GlideRecord('request_parent_mapping');
	parent_map.addQuery('parent_table', parent_table);
	parent_map.query();
	if (parent_map.next())
		var requested_for_field = parent_map.getValue('requested_for_field');
	var parentGR = new GlideRecord(parent_table);
	parentGR.addQuery('sys_id', RP.getParameterValue('sysparm_parent_sys_id'));
	parentGR.query();
	if (parentGR.next())
		caller = parentGR.getValue(requested_for_field);
}
current.contact_type = 'self-service';
current.caller_id = caller;

/* var prodCommentStr = producer.comments + "";
if (prodCommentStr.length > 80)
	current.short_description = prodCommentStr.substring(0, 80);
else
	current.short_description = prodCommentStr;
current.description = prodCommentStr;
*/

var incRPUtil = new LinkRecordProducerToIncident();
incRPUtil.linkRecordProducerToParentIncident(RP.getParameterValue('sysparm_parent_sys_id'), current);

is the script:

 

 

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