How to reassign change ticket from one group to original requestor???

[Divya K1]

Hi All,

If any one assign change ticket to service desk queue, if the issue not related to service desk queries. The change ticket should assign automatically to original User who created the Change??

Can any one guide me how to do this?

Thanks,

[Jason Nichols]

Hi Divya,

In order to answer this question, you need to answer: How will you know that the change request is not assigned to the correct group/that it is not intended for the ServiceDesk? What are the conditions? There are many ways to develop automation in ServiceNow, but the method used will be based on defining the requirement more exactly. 

[Divya K1]

Hi Jason,

Thanks for your reply,

Actually whenever any change ticket rescheduled 3 or more than 3 times, then by using assignment rules we are assigning ticket automatically to service desk team.

if the issue not related to service desk queue, we created one hidden true/ false field which is displayed only for service desk queue. Whenever the team selects reject to true then the change ticket should automatically assign to whoever created  the change ticket originally?

[Jason Nichols]

Hi Divya,

You will need to use a business rule or a flow to:

• clear the value of Assignment Group
• set the value of Assigned To

(An assignment rule only works if these two fields have no value.)

A business rule script would be something like:

current.assignment_group.setDisplayValue('');

current.assigned_to.setDisplayValue(current.sys_created_by);

You could also use a flow if you are more comfortable with that.

The trigger for either would be when your "Reject" field is set to true, and perhaps when the Change has a certain state, etc.

Hope this helps.