Create new Dictionary attribute

[NeilH2]

I am looking to create a new dictionary attribute which would be applied to the assigned to field.
When pressed it would insert the name of the person currently viewing the ticket.

I'm having some trouble however locating where the attribute records are kept.

Any pointers?

[Tom Alday · Accepted solution]

Here's a more elegant solution that just uses a small UI Macro and a dictionary attribute:

http://www.servicenowguru.com/system-ui/ui-macros/add-me-ui-macro-user-group-fields/

[NeilH2]

Exactly what i needed thanks Tom

[khabibulan72]

Hi Neil - Thanks for clarifying. This makes perfect sense. Most of the time this can be delivered as a UI Action. Call it something like "Take Ownership" or "Assign to Me" and then just put the gs.getUserID(); into the assigned_to field.

The complexity comes in when you try to match up the assignment group value. If you don't mind that the assignment group is NULL, you can add that to your UI Action script. But the sys_user record does not have a value for primary group membership, and ITIL users can be in multiple groups, so it's nearly impossible to predict the correct group value in these cases. One solution is to only show this button to members of a specific group, for example the Help Desk. That way since only Help Desk agents see the button, the UI Action sets the assignment_group to Help Desk and the assigned_to to the current user.

Hope this makes sense and is helpful!

[SC10]

Mark me down for wanting the exact same thing. A button that will assign the incident to yourself/your assignment group (ServiceDesk in this case).

[SC10]

Any update on this guys?