Data lookup definitions and dot walking

[robbika]

We have set up data lookup rules for filling in the assignment group on an Incident form.

The matching fields include thing like Category, CI, and location.

Now location is a very fine grained field. It maps to an actual location after all.

What we would like to do is to match on the country of the location; i.e. the assignment group depends on the country that the selection location is in.

We haven't found any good way to do this. It seems that for data lookup definitions it will only allow to use fields on the form that are writeable, and not something related to that field, like the country of the location.

I've thought about having an extra field on the form for country which is set when the form location is set, but that should either be read-only or invisible both of which I think don't work.

Anyone with any ideas on this?

[Subhajit1]

Hi Robert,

If not through Assignment Rules, you can achieve this through a Before Insert or Update Business Rule.

You need to create a new field on the Assignment Group table to contain the Location Information as a Reference to the cmn_location table. As a one time exercise, populate this field with the correct Group to Location Mapping.

Now, on your On Before Insert/Update BR, query the sys_user_group table, Location field, with the current.u_location of your INC form and set the return as assignment_group value.

Thanks,

Subhajit

[Kalaiarasan Pus]

Can't you make use of assignment rules ? it does support dot walking ....

Defining Assignment Rules - ServiceNow Wiki

[robbika]

True but it is not dynamic. People have got used to see the assignment group come up dynamically before they save the ticket.

[marcguy]

The only trouble with doing this client side is when does the tool know the user has finished logging the ticket, therefore being able to auto-route the ticket correctly until it's submitted?

One suggestion would be to do as you say and have country (hidden via ui policy or client script) autopopulate and then just use your data lookup definitions, but if you start to use more advanced conditions with more fields involved in the routing conditions then it can get messy.

One thing we have is a routing rule table with conditions on there, could be app, location, country, region, etc and have a suggestion icon next to assignment group if the user wants to see a suggested group(s). If they don't they hit save and the assignment rules kick in and select the right group.