Assignment rule not working

[johnrob18]

Attempting to define Assignment Rules in Change Records to allocate an Assignment group based on the contents of the Business Service field.

I have been trying variations on the rules listed below but nothing seem to put anything in the Assignment Group field

[johnrob18]

Hi Allen,

 no its a new Change Request

John

[Aksha]

You can write a before business query on insert or update on the change request table and assign to the respective group on the Advnaced script by accessing the record using current.sys_id

Hope this helps

[Allen Andreas]

Ok,

So the condition builder may not be working how you'd like it so next step is to try and script it...so if you go to the third tab for script you can try something like this:

var busServ = current.getDisplayValue('business_service');
if (busServ.indexOf("AGRESSO") > -1) {
current.assignment_group = 'sys_id';
}

or replace current.assignment_group = 'sys_id';
with something like:
current.assignment_group = current.business_service.support_group;

you'd just need to dot-walk to the assignment group on the business service record this way.

So you'd want to replace my business_service field with the name of your field (it may be named the same I just took a guess) and then you'd want to put the sys_id of the assignment group inside the ' ' for the group you want it to go to.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[johnrob18]

I have a list of 162 business services (yes, don't ask!) that map to 60 different groups - will I have to do one for each?

Is it possible to make this into something other than a literal string

i.e. if the business service field contains 'Agresso' (so this will cover Agresso Mendip. Agresso South Oxford ..etc..)

if (busServ.indexOf("AGRESSO")

[Allen Andreas]

This is looking for the word AGRESSO....anywhere...in the business service name. So yes, this would cover all variations of agresso west, north, south, etc.

Otherwise...if you want to go with "if a business service is chosen....period!" then don't use my indexOf line at all and just go straight to:

current.assignment_group = current.business_service.support_group;

And voila you're done....