Limit Assigned To Choices to Assignment Group

johnfeist · ‎09-22-2017

I suspect (hope) that this is a simple on. I need to include assignment group and assigned to on the Service Desk New Call form when the call will go to an Incident. I used the setup on Incident as a guide. I have everything okay for assignment group. Where I'm running into a problem is limiting the list of individual assignees to members of the assignment group. As far as I can tell I've duplicated the setup from incident, but when I click on the magnifying glass for assigned to in the New Call form I get a lot more data than I should.

Any suggestions would be greatly appreciated.

TIA,

John

Hope that helps.

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johnfeist · ‎04-29-2019

This was resolved via pretty standard configuration. When I asked the question I was very new to ServiceNow. When the community portal was changed I couldn't make my own answer correct. The underlying issue was that adding assignment group and assigned to into the new_call form had those two named as user fields. Once I understood that piece, the rest was simple

Hope that helps.

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Gaurav Bajaj · ‎09-25-2017

Hi John,

Can you confirm what's the type of your assigned to field?

Is it a ref field or a choice field.

If it's a reference field, You can remove the dependent field value and create a reference qualifier and then call it from the advanced condition in the dictionary field.

http://wiki.servicenow.com/index.php?title=Reference_Qualifiers#gsc.tab=0

Is its a drop-down, you need to write onChange client script and call a script include to get the list of choice options and then use g_form.setOptions to add choice values to the assigned to the field.

Please let me know if that helps or you require further clarification.

Thanks

Gaurav

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Ulrich Jugl · ‎11-23-2017

John, instead of typing assignment_group into the dependent field, try the field name of your custom assignment group field (e.g. u_assignment_group). You need to enter the field name of the field this is dependent on. As you said, new_call is not a child of task, so assignment group will have a custom name.

johnfeist · ‎11-27-2017

Thank you Ulrich. I posted this a while back in the frenzy of going live. I got the answer through another channel a while back. I appreciate your inputs.

Best regards,

John

Hope that helps.

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mkulish · ‎11-23-2017

It seem by the ootb logic on incident table Assigned To is limited to members of the group selected at Assignment Group. For this in the dictionary for Assigned To field (reference to User) we have dependence set to assignmet_group. At the same time, there is no assignmet_group reference field on the User table as far it is many to many relationship via separate table sys_user_grmember.

How does the Dependent works for such Reference field case?

Does system make a lookup in a table dedicated for many2many relationship?

assignmet_group field doesn't have any Dependent set in the dictionary. However when a user is selected in Assigned To the group list has only the groups where the user is member. How such group limitation is implemented without Dependent be set on assignmet_group field dictionary?

johnfeist · ‎11-27-2017

Hi Maksim,

If you look at the table sys_usr_grmember you will find the relationship you are looking for.

Best regards,

John

Hope that helps.

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