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

Wesley Breshear · ‎04-26-2018

Hi Gunner,

Can you send me a link or screenshot where you are setting this "Always Replace" flag?

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.

Here is my issue:

https://community.servicenow.com/community?id=community_question&sys_id=02696988dbfd1380032a7a9e0f961961&anchor=answer_e7ebca80db759f407b337a9e0f961996

Hoping your solution will work!

-Wesley

gunnergraves · ‎04-26-2018

Hi Wesley,

The Always Replace flag is on the Setter Field Definition table where you configure the field you want to change based off the lookup rules.