Assignment rule or BR for group assignment for incidents

[William Jones2]

Hello. I have a request to assign incidents to the fulfiller who created them as well as the assignment group they are a part of if they create the incident.

I have considered using a business rule or just using the assignment rules to accomplish this.

As it will only apply to phone or walk-in records I know that I am able to accomplish this via conditionals for the incident table. 

I am also comfortable referencing the created by field to populate the assigned to field.

The group assignment is more tricky. The request is seeking to have one rule or assignment that will accomplish the group assignment via a script. Individual assignment rules or business rules to accomplish this is not preferred by the stakeholder because new assignment groups will be added over the next year. 

Some things I have considered are querying the users groups to determine what memberships they have and then checking those groups to find the one that has the type "itil" because all of the assignment groups for incidents would have that type. Obviously there is some concern that if the user is a member of two or more groups with the itil type it could cause problems, at the very least it would likely resolve on the first match it makes?

I have experience setting static assignment groups, or setting individual rules for different conditionals depending on things like CI or location, but I want to make sure I am not going down the wrong path about how I think about this.

1. If there is a more simple way to accomplish the group assignment I am open to suggestions.

2. If there is not an easier way, does anyone have experience trying to do this with a single rule that is this dynamic and can locate the correct group to assign the incident to?

[Allen Andreas]

Hello,

Assignment rules have a script section (through advanced) where you can run all the script you want there...

So if the condition is category is 'x' or category is 'y', then in the script you can see if the user has the itil role first and foremost, if so, then query the group membership table for type is itil, then set the assignment group and such accordingly.

We can't really speak to the edge cases where someone could be in two or more itil groups, etc. That's something you'll have to work out.

The main thing would be if you checked the user's role in an onLoad client script and it's not the record producer, then the assignment group and assigned to fields would be mandatory if they're itil.

Instead, you're going a more complex route just to help the user not fill in two fields. You'd need to weigh that and put more ownership on the itil user who should be trained and capable to do this small task.

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

[William Jones2]

Thanks for the reply,

Yes I am currently leveraging the script field on assignment rules to assign opened by to assigned to for incidents being generated by itil users and I have that working fine. I will need to continue trying to figure out the best way to dig to the correct group and assign it, accounting for edge cases. 

Ill keep working thanks

[William Jones2]

I ended up just using a loop to check for specific roles and applying them that way and adding a catchall to cover instances without a group or if a group gets added that is not in the loop. 

Ideally we could assign based on CI/Category and/or location but that was not an option here.

Thanks again