Dynamically set assignment group based on the caller

[NishaB]

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

[Dr Atul G- LNG]

Hi @NishaB 

Don't take me wrong, but it is not a valid use case also, if you need to change the assignment group then it will increase the reassignment count without any valid reason. Try to analyse the %age that the populated assessment group is right to solve this issue.

[Ankur Bawiskar]

@NishaB 

what do mean by assignment group of caller?

What's your business requirement here?

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

[NishaB]

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. 

[Ankur Bawiskar]

@NishaB 

then use before insert BR with condition as caller is not empty

Script:

(function executeRule(current, previous /*null when async*/ ) {

    // Add your code here
    var groups = new global.ArrayUtil().convertArray(gs.getUser().getUserByID(current.caller_id.toString()).getMyGroups());
    if (groups.length > 0) // if more than 1 group then set 1st group as assignment group
        current.assignment_group = groups[0];
    else if (groups.length == 1) // if only 1 group then set that group
        current.assignment_group = groups[0];

})(current, previous);

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

[NishaB]

Thanks for the code. I checked it in my PDI. It is working because the assignment group is not mandatory. So after saving the record, the assignment group is auto-populating. But I want to do this is in my dev environment where the assignment group is mandatory. So I want the assignment group to be automatically filled as soon as I enter the caller and before saving the record