How to get an Assignment Group depending on CI

Niels Toulorge · ‎02-19-2018

Hi everyone, (and sorry for my poor english, 'll try to be clear).

All our tickets are assigned to the same default group.

I would like to know, when we sometimes have to change "Assignment group", if it's possible to auto-populate it with a button depending on the "Service" or "CI" field ?

Like "Add_me" button, is it possible to use macro and ref_contributions to find the field value or maybe the support group defined on the CI ?

Anne Mc · ‎02-21-2018

The automatic assignment on change of CI will only be workable if you always want incidents to go to the escalation group. That wasn't what we wanted because for most CIs our Service Desk do the triaging and first line support. It is only escalated to the technical team if the Service Desk cannot resolve it. So we provide a 'Re-Assign' button that changes the assignment group to the escalation team.

For this to work, all CIs need a team to be associated with them. If you are using the CI assignment group, then UI Action would look like this:

if(!current.cmdb_ci.assignment_group.nil()){
current.assignment_group = current.cmdb_ci.assignment_group;
current.assigned_to = '';
current.update();
}
else{
gs.addInfoMessage("Please make sure you choose a Valid Configuration Item before escalating");
}
current.doRedirect = true;
action.setRedirectURL(current);

It first checks if there is an assignment group for the CI, and if not displays a warning. If there is one set, it changes the assignment group. It also clears the assigned_to field. It then reloads the form.

You may also want to change the state - we change it to a custom state (Consultant Required) so escalation teams can easily see which incidents need attention in their guages.

In the condition field we restrict the visibility of the button to users with the itil role and prevent it being visible if the incident is resolved or closed:

gs.hasRole("itil") && current.incident_state != 6 && current.incident_state != 7

Regards,

Anne.

View solution in original post

Tej2 · ‎02-19-2018

Hi Niels,

There are 2 ways to solution this:

1) if you have a single value and directly want to set the value of Assignment group after selecting the CI on the form:

You could create onChange client script and write a Glideajax to write up the logic to update Assignment Group field value.

2) If you have multiple values and you want to have an option to select the assignment group

You could do so by updating the reference qualifier on the Assignment group field.

Navigate to Configure Dictionary "Assignment group" field and specify a function name either from a Script Include or Global Business Rule.

The function in the script include should be able to set the query to select assignment group on the form.

You could refer this link here

If this answer was of any help, please mark as Helpful.

Thanks,

Tej

sachin_namjoshi · ‎02-19-2018

Hi ,

I have implemented same requirement in my previous project.

First, you need to map assignment groups for all your impacted CIs in CMDB.

Secondly, you can configure on change client script on CI column to update assignment group based on selected CI.

Regards,

Sachin

Niels Toulorge · ‎02-19-2018

Hi o/

Thank you for your time.

Hum, I already seen this kind of trick (and I already use it) but it's not exactly what i'm looking for.

Tickets are not affected to another team by 80% whatever CI is, so we need to keep default value (which is the N1 support team).

But sometimes we need to climb ticket to another team, depending on CI. So that's why I'm looking for a button that change the assignment group depending on CI.

Example - Default Value :

CI = Hardware

Assignment group = Helpdesk

We can't resolve it so we need to climb it. We click on a button just near the "Assignment group" field which will read CI field and change "Assignment group" field

CI = Hardware

Assignment group = Hardware Team

Tej2 · ‎02-20-2018

Hi Niels,

This article might help you.

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

You might need a create a custom UI Macro and write a custom script of your choosing to set the assignment group onClick.

If this answer was of any help, please mark as Helpful.

Thanks,

Tej