Incident record producer map assignment group

AnthonyMull
Tera Contributor

2 hours ago

Hi community

 

What is the best way to map incidents assignment groups from a record producer that will make sure all incidents have assignment groups

 

Thanks in advance

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1 REPLY 1

Huynh Loc
Mega Sage

10 seconds ago

Hi @AnthonyMull ,

Best practice is to set the Assignment Group directly in the Record Producer script using system properties.
This guarantees the assignment group is populated at creation time.

Assignment Rules can complement routing logic, but should not be relied on alone.

For full assurance, add a Before Insert Business Rule to catch any edge cases.

Set the Assignment Group directly in the Record Producer script:
Example: 
current.assignment_group = gs.getProperty('my.default.incident.assignment.group');

Use conditional logic in the Record Producer (when routing varies)

If your routing depends on user input (e.g. category, CI, region):

if (producer.category == 'hardware') {
current.assignment_group = 'HARDWARE_GROUP_SYS_ID';
} else {
current.assignment_group = 'SERVICE_DESK_GROUP_SYS_ID';

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