Assignment rules on update

[Rudi2]

Hi Guys

Simple question.

I used assignments rules to populate assignment groups based on the categories selected on the incident form, what is the chances I can get them to run again if a ITIL user change the categories again?

[German Alvarez2]

First, you should have an default assignment for this kind of things... If every condition doesn't check, assign to "Fire Department" team.

Second, If the assignment is category dependant, and someone has the responsability or the rights to change categories, he also should maintain the assignment Map... In this case, a Hash table could be published and maintained by ITIL to resolve the mapping (So the assignment script will only resolve this hash)

Finally, send you a notification if any category changes... boooh... better any of the previous options...

[Rudi2]

Hi German Alvarez

Number 1 is done, everything is setup and everything else goes to "service desk", 2nd one is something I need to work on,sounds like I can use data look up rules for that? It would be the same as the impact & priority function, but giving it to ITIL to maintain does not seem bad at all.

[German Alvarez2]

There are many ways to do it, based on different things. You should put the creativity, SNOW give you the tools...

For example, Resolution groups could be grouped or categorized using information in its own register, or maybe using an auxiliar table, so, for example, if you have 2 categories ["Hardware","Software"], and two groups "HW Support L2" and "SW Support L2" you can create create an auxiliar group, { "name" : "Support L2" , "type" : "Abstract"}, then, reconfigurate both groups { "name" : "HW Support L2" , "parent" : "Support L2" } and with the assignment rule (and/or!) the business rule, you will discover which group is the most appropiated to assign

BR: {

"condition" : "

current.assignment_group.changes() && current.assignment_group.type == "Abstract";

" ,

"script" : "

...

MyAssignmentScriptInclude.findGroup(current.assignment_group,current.category);

...

"

}

SI: {

"script" : "...

     ...

     findGroup: function(parent_group,category) {

             ...

     },

   ...

"

}

This is also very effective on location dependant coverage, or whatever you need.

Take care, due assignment rules only works if assigned_to and/or assigned_to are empty --> Defining Assignment Rules - ServiceNow Wiki <--, so, you'll have to play with Business Rules and Assignment rules, so the best is to create the Script include, and receive there there the current variable (and not its attributes as I did in the example) , so coding an SI for all the [TASKS]... and without tricks... In this way, you will maintain the integrity of the assignment from one place.