Assignment Lookup Rules and Assignment Rules

gunnergraves · ‎07-28-2017

When we implemented ServiceNow we built a custom routing table and implemented rules on our Incident Form that check for the correct routing groups, etc. Over time that table has become large and difficult to maintain and we have been looking to go to more of an out of the box solution using assignment rules and data lookup rules. I think it looks like we will have much the same problem as we do now as far as the table growing in complexity. I have a couple of questions that go along with this.

1. Has anyone implemented a custom UI Solution that would make it easier to manage data lookup and routing rules? Is there benefit to keeping the tables in sync?

2. Do Assignment Rules fire from the API? If I created a ticket without an Assignment Group via the API, would it route correctly?

3. Is there an easy way to make the data lookup rules fire for other fields? Right now, it looks like my data lookup is only firing when certain fields are updated.

Any help is appreciated!

Gunner

gunnergraves · ‎07-31-2017

Thanks to Chuck and Sachin for providing the answers to my original questions below.

1. Has anyone implemented a custom UI Solution that would make it easier to manage data lookup and routing rules? Is there benefit to keeping the tables in sync?

I did not receive feedback on this, but using the out of the box assignment lookup rules you can add the related list of rules to the Configuration Item form which gives you a pretty good user interface to maintain routing rules for that item.

2. Do Assignment Rules fire from the API? If I created a ticket without an Assignment Group via the API, would it route correctly?

I tested this in my developer instance and It looks like both Assignment Rules and Assignment Data Lookup Rules both work when creating an Incident using the API.

3. Is there an easy way to make the data lookup rules fire for other fields? Right now, it looks like my data lookup is only firing when certain fields are updated.

I was only having this issue with my data lookup rules because I did not set the "Always Replace" flag on the Setter Field Definitions in the Data Lookup Definition. Once I set that to true the fields started changing dynamically.

View solution in original post

sachin_namjoshi · ‎07-28-2017

Yes, we have built custom lookup table for incident and service request routing as per Category, subcategory, subcategory type and CI.

We configured business rules on incident and catalog task table to query lookup table and set resolver group.

This way you can add conditions in business rule to fire assignment rules.

Regards,

Sachin

gunnergraves · ‎07-28-2017

Thank you for your reply Sachin!

Is there no way to fire a business rule based on the out of the box data lookup rules or the assignment rules? I am having troubles even figuring out what triggers them.

I am trying to get away from the custom table solution that we have today. I was just hoping the out of the box solution was going to be more simple.

Sneha Agase · ‎10-22-2019

hi Sachin,

Can you please let me know how you used assignment look ups for catalog task table. I have the problem where the assignment look up created for catalog task table but not working on assignment at at the time of assigning groups. Can you please tell me what logic you used in business rule

Chuck Tomasi · ‎07-28-2017

Hi Gunner,

The important thing to recognize for data lookup rules is that the getters (fields used as conditions/criteria) and setters (fields being set) must be on the same table. If your lookup rules for conditions include fields from the CI or another table, you should stick with the DIY solution. Another solution would be to build your conditions using a Condition field. I did something like this in TechNow episode 12 (and explained some other options.)

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