Additional Incident Forms

[Menalik]

What is the best way to route multiple Incident record producers that auto assigns to specific assignment groups?

Right now we have one Incident RP and one business rule that says, If assignment group is empty, then assign to IT support.

I want to create multiple Incident PRs that route to their respective teams. What would be the best way to do this? Add conditions to the existing business rule? Or create separate business rules for each RP? If I create additional RPs, how would the business rule know which one to run?

[GlideFather]

Hi @Menalik,

you can check Assignment rules - search for it in the All tab. And there you can create rules for tables, so for example Incident with Category Network will go to Assignemnt group A, INC with category Question will go to AG B etc...

Each rule can be assigned to a group or individual:

Ooooor you can add a line to each of the RP's script field:

current.assignment_group = 'sys_id_of_the_group'; //name of the group

It's good practice to add the name after the sys ID, it's easier and sometimes good for debugging or just maintenance

Each method has its pros and cons, but regardless what you decide you should stick to it and follow it always. The assignement rules can be also scripted if needed. So it depends who will be maintaining it, developeprs/admins are good with both, less technical personnel will probably prefer the rules as it's no-code.... also you should test potential clashes. I remember creating two Assignment rules with the equal conditions and equal order but assigning 2 different groups, and it always prioritised the rule which was created as a first one no matter what :))) but it was cca 2 years ago, not sure how would that behave now and how it would be working with your BR and other instance configurations.

[Rafael Batistot]

Hi @Menalik 

Create a business rule > after: insert.  add the condition for your RP. Check the advance box and insert this code:

current.assignment_group = 'PUT_GROUP_SYS_ID_HERE';

Every time that RP run will add the group

[GlideFather]

@Rafael Batistot if it will be BR it doesn't need to be Advanced, they can set it with the Set fields:

[gerhard65]

Possible solution.

Create a new table with fields:

• Record producer
• Category
• Subcategory
• CI
• Assignment group

Add the record producer and the assignment group to the table. The other fields can also be used for assignment.

If you have an Assignment lookup rule for incidents in place, then update it with a query in the new table to look for at the record producer in the new table and then assign it according to the table. If not found, then use the default assignment.

If you do not have an Assignment lookup rule create a new one and follow the same process as above

This way there is no hard coding of assignment groups and you can update the new table in real time.