Assignment of RITM and subsequent tasks

[johnrob18]

I have a requirement to assign all RITM and task created by Service Request to predetermined assignment groups. I have achieved this by using business rules.

The requirement also want a predefined set of tasks assigned to predetermined groups - how can I achieve this - will I need to create a workflow for each specific RITM?

[suvro]

You can explore assignment rules. Where you can configure conditions based on which assignment group will be selected

https://docs.servicenow.com/en-US/bundle/sandiego-platform-administration/page/administer/task-table/concept/c_DefineAssignmentRules.html

[shivambitanwar]

Hi john,

 yes you can create one workflow, and if it works for all catalog items then you can attach same workflow to multiple catalog items. technically you have to create only one workflow and reuse it.

but if its different assignement groups you can have multiple workflows or do some coding to assign to different assignment groups in one workflow depending on how often asignment groups need to be changed.


code if  the assignment groups wont change very often . have multiple workflows if they need to reassigned very often. 

Regards,

Shivambi

[shivambitanwar]

you should be looking at catalog items that generates the service request and proceed from there. which catalog item generates which requests. how similar are they.

[johnrob18]

Still early days with the customer requirements - just putting together examples from current requirements and highlighting holes in requirements - the whole picture is not clear yet (when is it ever?)

But, it seems like there are different assignment groups for different RITM's (e.g Database request go to DBA, Server Request go to Server team etc) so this will require separate workflow I assume