i am trying to add the assignment rule fot incident and problem
scenario: if categeory is hardware, subcatageory is keyboard than assignment group need to hardware and assigned to is itil user.
based on this i created the assignment lookup rule, and it is working fine for incident but in problem form it is not working
is it because of the there is no relation b/w the two field?
both assignment group and assigned to are from task table only. than it should work right.
Hi @vits18735a0 ,
you would have to do some work for this to work on problem or any other table for that matter
you need to perform below steps
OOB there is assignment data lookup table for the problem table
you have to create one for problem
You can refer how it is implemented for incident table
1.Create table extending Data Lookup Matcher Rules
2. Add field category, subcategory, Assigned to, Assignment group
if you want to lookup based on the cmdb_ci and any other fields you can add it as new field in the new table
I've to add category, subcategory, assigned to and assignment group
Better use the choice table as problem table and field as respective field (you can add choices to the field but it's obvious choices in future if you want to add new choice in the problem table field you don't have to add it here it will reflect automatically otherwise you have to maintain it)
this is for category do the same for subcategory
now go to data lookup definitions module and create a new record
source table = problem
matcher table = <put new table name>
4. In the related list matcher field definitions set the fields as highlighted
example: subcategory do the same with category
5. in the setter field definitions related list create new record set the setter field (I have added for assignment group do the same with assigned to)
With this perquisite for assignment lookup rules set up for the problem table is complete
6. now go the new table that was created in the step1
put the <table_name>.list in the application navigator
and create records
add the matching fileds(category and subcategory to match and setter field assigned to or assignment group to set the value on problem record)
and go the problem table and test it by setting category and subcategory selected in the above step the assigned to will be populated
Please mark my answer as helpful/correct if it resolves your query.
Regards,
Chaitanya
Hi @vits18735a0 ,
you would have to do some work for this to work on problem or any other table for that matter
you need to perform below steps
OOB there is assignment data lookup table for the problem table
you have to create one for problem
You can refer how it is implemented for incident table
1.Create table extending Data Lookup Matcher Rules
2. Add field category, subcategory, Assigned to, Assignment group
if you want to lookup based on the cmdb_ci and any other fields you can add it as new field in the new table
I've to add category, subcategory, assigned to and assignment group
Better use the choice table as problem table and field as respective field (you can add choices to the field but it's obvious choices in future if you want to add new choice in the problem table field you don't have to add it here it will reflect automatically otherwise you have to maintain it)
this is for category do the same for subcategory
now go to data lookup definitions module and create a new record
source table = problem
matcher table = <put new table name>
4. In the related list matcher field definitions set the fields as highlighted
example: subcategory do the same with category
5. in the setter field definitions related list create new record set the setter field (I have added for assignment group do the same with assigned to)
With this perquisite for assignment lookup rules set up for the problem table is complete
6. now go the new table that was created in the step1
put the <table_name>.list in the application navigator
and create records
add the matching fileds(category and subcategory to match and setter field assigned to or assignment group to set the value on problem record)
and go the problem table and test it by setting category and subcategory selected in the above step the assigned to will be populated
Please mark my answer as helpful/correct if it resolves your query.
Regards,
Chaitanya
Hi @vits18735a0
I suggest use Assignment rules instead Assignment Data lookup. you can choose the table in assignment rules in which table you want to apply this rule. Change the Table name to Problem in Applies to tab.
Default Behavior : Out of the box, Assignment Data Lookup (ADL) rules are preconfigured only for the Incident table (incident), especially in older versions of ServiceNow.
However… ADL Rules Are Reusable Across Tables, You can absolutely configure Assignment Data Lookup Rules for other tables such as:
sc_req_item (Requested Item)
problem
change_request
case (in CSM)
Custom tables
The key is You must define the lookup rule for that table (sys_lookup_rule)
1. Create and populate the lookup entries (sys_lookup) with matching conditions
2. Make sure the rule is active and the "Assignment lookup" business rule exists or is reused/duplicated for that table
If my response solves your query, please marked helpful by selecting Accept as Solution and Helpful
