Need help with an Assignment Rule that is not working

[bostonsnow]

Hello,

I'm pretty new to SNOW so please bear with me on this post.

For all Incidents that are coming in through our Service Portal, I am trying to auto-assign the Assignment Group based on the Business Service that is selected. I have created an Assignment Rule as follows (I first test just Business Service = X but it didn't work so I tried adding more conditions)...

Business Service = X

State = New

Contact Type = Self Service

This is the only active Assignment Rule I have. No matter what I try, the Incident is also set to a different Assignment Group (our Tier 1 Group).

What could be happening upstream that are setting the Assignment Group before the Assignment Rule? The form on the Service Portal to submit an Incident is a Record Producer on the Incident table. Is there any SNOW debugging I can use to see exactly what is setting this Assignment Group?

Thanks!

Mike

[harishdasari]

Hi Michael,

you want to set the assignment group automatically as soon as business service is set.. am I understood your requirement correctly

If I understand correctly, please use the client script

On change client script

On change field : Business service

var bs= g_form.getReference('business_service', setAssignmentgroup);

function setAssignmentgroup() {

    if (bs)

            g_form.setValue('assignment_group', bs.assignment_group);

}

This will set the assignment group.

Thank you

[bostonsnow]

Hello Harish,

Thanks for your response! The Business Service is selected by the Portal user when the submit a new Incident. So I'm trying to have the Assignment Group automatically assign when a new Incident comes in and has a specific Business Service set.

Thanks!

Mike

[harishdasari]

Hi Michael,

Yes please you can use the client script I have suggested.

please set the UI type as ALL. so that this On-Change client script will also work in service portal as well

Use the Business service in this field name

use this code below.

var sg = g_form.getReference('business_service').support_group;

g_form.setValue('assignment_group', sg);

Thanks

Mark this answer as correct, if your issue is resolved.

Thank you.

[bostonsnow]

We are getting "Missing function declaration for onChange"