Assignment rule based on variable with fallback on another assignment rule.
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‎02-14-2022 03:54 AM
Hi legends,
I have a catch all "assignment rule" "Default Use Regional ServiceDesk" that assigns all user requests directly to their local service desk.
I have a new catalog item with a "multiple choice" variable "please_tell_us_what_you_need" , I want the requests where "question choices" = "I Need The Software Installed On A Machine" to fall back on the "Default Use Regional ServiceDesk" "assignment rule" and any other choice to be assigned to "I-LON-Apps Support"
I set up a new "assignment rule" with "applies to" and "assign to" blank and the following script, This works for the options mentioned in the script but Tasks spawned where the "question choices" = "I Need The Software Installed On A Machine" do not fallback to the other assignment rule and therefore are not assigned to any group.
Also please could anybody advise on how to add further variable responses? I tried to copy another instance of the "else" part of the script but just got an error.
I know one of you genius' will know how to resolve this for me!
Thank you,
Ben,
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‎02-14-2022 03:54 AM
if(current.request_item.variable_pool.please_tell_us_what_you_need == 'New Account') {
current.assignment_group.setDisplayValue("I-LON-Apps Support");
}
else {
if(current.request_item.variable_pool.please_tell_us_what_you_need == 'Account Change') {
current.assignment_group.setDisplayValue("I-LON-Apps Support");
}
}
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‎02-17-2022 01:44 AM
Hey, I've never not had a reply on a question here, is there something wrong with the wording on this question?