Want to override Data lookup for Assignment group

[Akshay14]

I wrote data lookup definition to auto populate Assignment Group based on the value of category in my incident form.

I also want to change value of Assignment Group manually. But when I save the form after changing the value of Assignment Group, its value is not changing to new value. Its taking value according to data lookup table only.

Appreciate any help..

Thank You in Advance.

[Chuck Tomasi · Accepted solution]

Hi Akshay,

If you have a data lookup, it is going to enforce those rules over manually entered values. Perhaps a data look up was the right solution for your prior requirements, but it sounds like your requirements have changed and it may not be the right solution any longer. You may have to get in to some custom scripting with client scripts and Ajax calls.

Reference:GlideForm (g form) - ServiceNow Wiki

Client Scripts - ServiceNow Wiki

[Akshay14]

Thanks Chuck for prompt reply. I will have a look and report back my progress.

[durgesh7]

Hi Akshay,

      Looks to me Assignment Rule is appropriate for your requirement. Assignment rule only executes if there is no assignment is made otherwise system will execute the rule to set the Assignment Group / Assignee.

Regards,

Durgesh

[Akshay14]

Hi Durgesh

Thanks for your reply.

I think Assignment rules cannot overwrite existing assignments (including assignments set by a default value or a previously run assignment rule).

That means the record cannot have an existing value for Assignment Group. But my requirement is to populate assignment group even if existing record is already set by previously run assignment rule.

    To fulfill my requirement, I tried using client script and AJAX calls as suggested by Chuck and it is working well now.

Thanks and Regards,

Akshay Magadum