Changing Qualification Group for Work Orders

[WR2]

Hello,

I am new to ServiceNow and was tasked with something that I can't seem to figure out.

Currently, when a user clicks on a catalog tile named "Facilities" from the Service Portal and submits the form, a work order is created which is automatically assigned to the Qualification group named "Facilities Distribution Center".

The request is to change the Qualification group that it defaults to, from "Facilities Distribution Center" to "Facilities Headquarters".

So I just need to change the Qualification group that all work orders are automatically assigned to.  Thought it would be an easy task but I can't seem to find a way to do it.

Thanks!

[KKrabbenhoft]

Hi @WR2 I have a similar issue, I have impersonated a user, created a facilities work order and onSubmit, an error message please select a valid qualification group" is presented. I am unable to determine what changed. Oddly as an admin if I submit the same request, it gets assigned to the assignment group. I wonder if the issues we are having are related. 

[WR2]

Hi @KKrabbenhoft , It could be.  I am still digging but haven't been able to find anything yet.

[SalmatO · Accepted solution]

To change the default Qualification group, you’ll need to modify the logic that assigns the group when the work order is created. This can typically be handled by updating either the configuration or a business rule. You will need to find the assignment logic, check field service catalog or business rules 

[WR2]

I found a business rule where I was able to change the sys_id to the correct Qualification group.

Thank you!