Allowing assignment groups to only be visible for incident tickets in the look up field

Amith P · ‎05-03-2019

Is there an option to show the assignment group based on the module; instead of setting the 'Type' option for selecting the modules while Assignment Group creation.

Let say we add a couple of new checkbox fields to the Group table E.G. ‘Requests Only’ and ‘Incidents Only’.Then add some sort of reference qualifier to the Assignment Groups drop down menu in the Incident/Problem/Change/RITM and Task tables.

So if an Incident ticket is created, in the assignment group selection the group should not be visible if we set the field ‘Requests Only = True’. Same as if a catalog task is created, in the assignment group selection the group should not be visible if we set the field ‘Incidents Only = True’.

But the problem is, if we created such fields will be referred in TASK table. So is there any option to do the same?

I can explain more if my question is not clear.

Attaching the screenshots as well.

ggg · ‎05-03-2019

there is a type field on sys_user_group ... just add it to the form.

then add values to the drop down.

sachin_namjoshi · ‎05-03-2019

You don't need to add any customization on sys_user_group table to achieve this requirement.

You can configure parent groups for each module (e.g incident, problem, change) and then configure assignment groups which are tagged to this parent.

You can use parent in assignment group reference qualifier for dictionary override of each task based table.

Regard,s

Sachin

Dhianan · ‎05-03-2019

I would suggest to read this thread for groups management

https://community.servicenow.com/community?id=community_blog&sys_id=eabdeaa9dbd0dbc01dcaf3231f961964

BrianD502676804 · ‎05-03-2019

Hi Amith,

I agree with ggg on using the Type field to store this additional group information (e.g., you could create new choices for type of 'Request Assignment' and 'Incident Assignment'). But keep in mind that you will need to adjust your Reference Qualifier(s) for Assignment Group. OOB the Assignment Group field shows only those of type ITIL or with no type specified.

Thanks,

-Brian