Dynamically set assignment group based on the caller

NishaB
Tera Expert

Hi,

I want a task to be done. When the caller is creating an incident record, I want the assignment group to be dynamically populated with the assignment group of the caller. How to do this? Please provide the code

1 ACCEPTED SOLUTION

@NishaB 

I believe I shared solution using business rule.

You can use onChange and glideajax and use similar logic and set the group

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

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

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10 REPLIES 10

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @NishaB 

If I’m not mistaken, you’ve brought up the same question we discussed earlier. As per the process, this is not a valid requirement, and it needs to be reconsidered. What if a user is an end user and is not part of any group? And what if they are part of multiple groups? You should also consider these scenarios before building the solution.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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If the caller is a service desk agent, he will be a member of an assignment group. So I want that assignment group to be dynamically populated if the service desk agent i.e. caller is raising the incident. If the caller is not part of any assignment groups, then it is okay, we can leave the assignment group field as empty. If the caller is part of multiple groups, then automatically populate the assignment group field with any of the assignment groups. This is the requirement.

Hi @NishaB 

 

Thanks, Nisha, for the clarification. Now, let’s say I’m the caller and I’m part of the reporting team. In this case, the incident will be assigned to the reporting team. But I’ll be working on this incident since it’s assigned to my queue, and we are users, not fulfillers. So, what business value does this serve? Also, if a user is in the SD group but encounters network or server issues, what should they do with the assignment? I’m not clear on what business value this approach brings, as it seems illogical.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Yes. This is the requirement. But this is needed. We just need to show the assignment group populated based on the caller in the incident form. If possible, we can change the assignment group. But initially, we want the assignment group to be populated based on the caller