Need Assignment Rule to be assigned to More than 1 User/Group

[Heather White]

Good afternoon,

      I have set up assignment rules for tickets to be routed to specific users based on their location and group membership.   I was asked to 2 users to this assignment rule, but I do not see a space for more than one user.   Is there other functionality to achieve this goal, or can I use a script to pull the desired users?

Thanks,

Heather

[Pradeep Sharma]

Hello Heather,

You cannot have multiple users selected in the reference field.   Can you provide some additional details on what you are trying to accomplish? Details are encouraged.

[Heather White]

Pradeep,

I am using assignment rules to route tickets to specific groups/users. We support multiple school districts, and there is a tech assigned to each location within the district(Middle school, high school, etc). We were asked to have 1 tech from each building(location) be named in the assignment rule, so that the tickets went directly to them.   The greater purpose is that any tech who is in the building receives notification of the ticket submission. Now that I write that out, I realize that only 1 person can be assigned to a ticket at a time.   Perhaps I need to use an email notification instead?

Thanks.

[Pradeep Sharma]

Hello Heather,

Thanks for the update. I'm with you on this one. Email notification is best for this one. You may trigger notification based on assignment group so that all group members receive the notification.

Kindly let me know if you are blocked.

[Heather White]

Thanks Pradeep!

      I've spoken with the customer, and they want to keep the assignment rule in place as there will only be 1 tech assigned in the future.   My work around is to create a new group for them(assignment purposes only) and put the 2 individuals in the group.   This will be temporary.

Thanks to everyone for the feedback!

-Heather

[Pradeep Sharma · Accepted solution]

Thanks for the update Heather. I think that would be best and also please note you can restrict assigned_to field on form( i.e show only assigned_to users based on assignment group) via reference qualifier.

Reference Qualifiers - ServiceNow Wiki

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Thank you