Assignment rules based on external values

[JimmieOdelius]

Hi.

I need to have assignment rules based on values that exist on a different table than the incident-table.

In this case we have created a tagging-system in the core_company table and I would like to use these tags to assign the correct group.

Assignment rules seems to only work with the condition builder and doesn't have a script condition field. I tried to use the script-box but that seems to not be usable as a matcher.

Does this mean that I have to either use business rules or workflows to assign the correct assignment group?

Have I misunderstood anything?

We're running Geneva right know.

Regards

Jimmie Odelius

[Atul Kumar2 · Accepted solution]

Hi Jimmie,

You understand it correctly.you will have to do some scripting, write (business rule or glide ajax) to select the appropriate group based on the certain value. or

You can create the same new field(your desired field which you have created as a tagging system on company form) on the assignment lookup rules form and select the certain value while creating the new assignment lookup rules so that it will attach whenever all fields value matches. I feel that second option is comparatively fine because it will be dynamic or based on the configuration however scripting will require more attention when new value comes in future to configure.

Note: Please check the code if you need to edit it when you will add a new field on the assignment lookup rules form.

Regards,

Atul Kumar

[JimmieOdelius]

Thank you.

I found another way to resolve this however.

//Jimmie

[Atul Kumar2]

That's good!.

Regards,

Atul Kumar

[guillaumeberthe]

Hi Jimmie,

If you remember, what solution did you choose to resolve this ?