Coding help needed - Assignment Group / Assigned To

[JennyBell]

Hello,

I am new to ServiceNow with little coding experience.  I have put my query into CoPilot and also looked through community posts, but don't see my specific situation.

I have a form called Service Desk Request.  This request form is currently used by ITIL users and will eventually be used NON-ITIL users if there is not a specific Request form already in our catalog.  This form will also be used by non-ITIL users to request something.  A Task is sent created and currently gets assigned to the opened by user, which 99% opened by a Service Desk group member. 

**Note, many of our ITIL users are members of multiple user groups and we need to set the specific Assignment Groups on our tasks**

The issue is if a non-ITIL user uses this form.  I need code to do the following: 

- If the Request is NOT opened by a member of the Service Desk group assign the 1st task to the Service Desk.

- If the Request IS opened by a member off the Service Desk group, set the assigned to the opened by user and assignment group as Service Desk.

Any guidance is GREATLY appreciated. Thanks!

[Shivalika]

Hello @JennyBell 

Sure, do let me know in case of any error or if stuck. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[JennyBell]

Hi Shivalika,

Steps 1 and 2 are complete.  Where do I put Step 3 - is this a BR or client script?

3)Next step RUn if  - lookup record has error - set "Assignment to what you wanted when opened by user is not ITIL" 

else set "Assignment to what you wanted when user has ITIL role"

[Shivalika]

Hello @JennyBell 

No whole of this is in flow designer. 

You can add IF. Please share screenshot and I can tell where to. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[JennyBell]

I understand the If and Else flow logics - sorry - I thought you were instructing something else apologies.  I think I made this harder than it is.  Here is what I need (role doesn't matter).  I have added screenshots which will hopefully help.  

Our User records have a custom field "Primary Support Group".  If people are not ITIL users, they do not have a Primary Support Group.  Service Desk is one of many Primary Support Groups.  

What I need to do:

1 - No matter who opens the Service Desk Request, Assignment Group will always = Service Desk.

2 - If the person opening the request is a member of the Service Desk group, Assigned To = Opened By user.

     If the person opening the request is not a member of the Service Desk group, Assignment Group = Service Desk, and Assigned To is = nothing.

I changed the Lookup, but it doesn't seem to be working.  See screenshots for details

[Shivalika]

Ok @JennyBell now your requirement is clear. So you need to update the look up record to "sys_user_grmember", add filter group as Service Desk and user as data pill for requestor. 

Please share the screenshot of Look up record. 

This should work. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY