Work notes - Change assignment group log

[Daniel_Sosa]

Very simple request if someone could help me. In my current job, their ServiceNow instance doesn't capture the change on 'Assignment group' or 'Assigned to' inside tickets/tasks/request, I know this gets posted in the work notes as it did in previous roles. I don't have admin access to make this changes myself, so could someone please share with me a screenshot of what im describing please? In the Activity section, where the changes to these fields get posted, so I can forward this to local SNow team.

[wojasso · Accepted solution]

Hi @Daniel_Sosa

In the base system ServiceNow records changes to Assigned to and Assignment group as activity entries, but they aren’t normal work notes – they appear as grey “system” messages in the Activity formatter. If that logging has been disabled in your instance you won’t see those lines when the assignee or group changes.

• On the Task table there is an out‑of‑box business rule called Assignments (sometimes labelled Create activity for assignment changes) that adds a journal entry when assigned_to or assignment_group change. If this rule or the property com.snc.assignment_activity is turned off by your admins, no activity will be created.
• When enabled, you’ll see a system activity line similar to: Assignment group changed from “Service Desk” to “Network Operations” or Assigned to changed from “John Doe” to “Jane Smith”. It isn’t editable by end users.
• If you need this behaviour, ask your ServiceNow team to enable the rule or create your own before update business rule that writes a message to the work_notes field when those fields change.

Here’s a simple example of such a rule:

if (current.assigned_to.changes() || current.assignment_group.changes()) {
  var msg = '';
  if (current.assignment_group.changes()) {
    var oldGroup = previous.assignment_group.getDisplayValue();
    var newGroup = current.assignment_group.getDisplayValue();
    msg += 'Assignment group changed from ' + oldGroup + ' to ' + newGroup + '\n';
  }
  if (current.assigned_to.changes()) {
    var oldAssignee = previous.assigned_to.getDisplayValue();
    var newAssignee = current.assigned_to.getDisplayValue();
    msg += 'Assigned to changed from ' + oldAssignee + ' to ' + newAssignee;
  }
  current.work_notes = msg;
}

This business rule runs on update and appends a work note whenever the assignment fields change. Your admins can adapt it for your environment.

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