Event Field Mapping

[GarrettCh]

Hello,

I want to reach out to those who may have experienced a similar situation in hopes I can find a resolution to an issue.

We have a requirement to update an alert form with a correct Assignment Group. This assignment group is sent in the payload and is a string value, so it cannot be transformed via event rule. There are multiple groups that can send. 

We have setup an Event Field Mapping record to match the group we have in a custom field to the assignment group. The field mapping is setup in the screenshot attached.

The issue we are presented with is if a CI is present. The CI.Support_group takes priority over the mapping. Has anyone been able to figure out how we can either change the priority of this function based on the sources of alerts/events?

If a secondary event hits the alert it does update successfully, but its not guaranteed we will have a second alert.

Thanks you for any assistance you may provide! 

[SK Chand Basha]

Hi @GarrettCh 

I believe this below thread helps you to understand

https://www.servicenow.com/community/common-service-data-model-forum/any-csdm-experts-issue-in-deter...

[Sohail Khilji]

Hi Garrett,

I believe its not a right approach to control the setting of assignment group from event to alert field, rather to depend on the CI support or managed by group.

still if you need to use this functionality you can use business rule to create a precedency script that would check of the new incident is created via alert to incident and hence would not consider the CI support group assignment  

[GarrettCh]

Thanks for the answers!

So the incident assignment group passed is actually correct. We use task mapping function to allow for that to overrite the assignment group if needed. Otherwise the flow will set to our default value. The record we care for here is just the alert. The business requirement is to allow certain assignment groups to view the record and acknowledge the alert if needed. The assignment group passed from the payload. They are unable to send the 'sys_id' of the group though so we are unable to use event rules to parse the data correctly.

Currently with the Event Field mapping record. We see this work as expected unless the CI.Support Group is assigned to the alert.

[Jeff K1]

We allow sources to pass in an assignment group that will override the default CI support group. We've done this by using an action that parses the Additional Info to see if that, and many other flags we've created, are passed. If the override is passed, we'll do the lookup and pass that back to our incident creation process.