Employee Relations: Configuring assignment rules when multiple subjects of allegations

[Ashish32]

Hi,

We are looking to implement Employee Relations for HRSD. We would like to create assignment rules where cases are assigned to an assignment group based on where the subject of the allegation is from. However, we will have cases where there are multiple subjects of an allegation where the subjects are all from different countries.

Can we configure an assignment rule that says assign the case to the assignment group based on the country of the most senior subject of the allegations?

Another suggestion from the business is to identify a "primary" subject of the allegations and assign cases based on where the primary subject is from, however I think that's too much of a modification from the out of the box, but keen to get other people's thoughts.

Thanks!

[Ankur Bawiskar]

@Ashish32 

you can use advanced script in assignment rule

Did you explore that?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Bhavesh Bijagar]

@Ashish32 : There is no OOTB way to fulfill this requirement.

However, in ServiceNow everything we can do, its a powerful platform. 

Only thing that we need to consider is, is it worth doing that customization? i.e. what is value it will be bringing in?

Having said that, one solution that I can think off is

• Add a check box or drop down which will indicated Primary subject of allegation. Add this field on the table, which will work as a flag
• If it is selected for one user, then that drop down will not be available for another user
• Now you can write assignment rule or AWA to route based on Primary subject of allegation field.
• Offcourse customization is involved, but with this approach you will be doing majorly configurations and no (minimal) scripting

[Kamal17]

Hi @Ashish32 ,
You can try setting up an assignment rule with script as suggested by Ankur. Write the logic to identify the senior most person and their country and then set the desired assignment group based on that info. You can write the logic inside a script include and call it from the assignment rule script.

Regards,

Kamal S