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

[Chuck Tomasi]

Hi Heather,

By default, the Assigned to field only holds one user. Do you have a second assignment field? If so, you may be able to update the existing lookup tables to include that second field with a value.

Data Lookup and Record Matching Support - ServiceNow Wiki

[Heather White]

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?

[Chuck Tomasi]

It certainly sounds like you need a notification more than multiple assignments.

Let us know if you need help with that.

[SanjivMeher]

Hi Heather,

You want an incident to be assigned to two users? Or you want to define two look up rules, but incident should be assigned to one of the two assignees?