automatically setting assignment group for a Catalog Task in a flow

[Hampus1]

Hey there, I'm a newly (almost examined) servicenow admin and I need some assistance with a Capstone Project Flow that I'm developing.

Basically I've created a Catalog Item Template which is meant for our IT staff to create new catalog items when they update their available vendor items.

The template details what category of hardware the catalog item is part of. We have one for Printers, which is managed by a printer team and another for Scanners, which is managed by a scanner team.

When a Request is created from the catalog item we want to assign the task for procurement to the correct Assignment Group, either the Printer Team or the Scanner Team. This is were the problem shows up, I can't find any way of actually dot-walking from the Requested Item to the assignment groups for Printers and Scanners.

A few ideas from my end is that there is a field called Fulfillment Group which would be useful, but this field is not updated automatically when a new catalog item is created. I tried adding it as a mandatory field to fill in in the Catalog Item Builder Template but did not find any way to actually add that specific field as an option to fill. Is this something that we can add to Catalog Builder? 

My other thought is that I could create a business rule which automatically sets the Fulfillment Group depending on the Category chosen for the Catalog Item when the record is inserted but I don't think it's a great idea since we need to update that business rule for new categories in the future.

My current solution (which I don't like that much) is that I have added an If Else logic in the flow directly just pointing the task depending on if category is Printers or Scanners.

Any ideas? 

[dmathur09]

Hi Hampus,

Assignment group are handled by workflows/flows. The best option would be the last option which is widely used.

Regards,

Deepankar Mathur

[Hampus1]

Hi there,

You're referring to my current used solution? To add the If Else flow logic directly in the flow instead?

I thought it would be the quickest one but I don't love the solution since it's not general. I will have to update the flow every time a new category is added.

Thanks for answering my question!

[dmathur09 · Accepted solution]

Hi Hampus,

You can use the assignment rules route in that case.

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

Regards,

Deepankar Mathur

[dmathur09]

Hi Hampus,

Let me know in case you have any further queries

If you think my response is helpful for you? If yes, mark it as correct answer and close the loop so that it would help future readers as well.

Regards,
Deepankar Mathur