Need Help with New Assignment Rule for Record Producer

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Kim5
Tera Contributor

‎10-15-2021 10:27 AM

Hello,
I'm trying to set up an assignment rule for my "Create Incident" record producer, but I'm not sure how I can add a variable to the condition. I can't find an option to dot walk there so I've temporarily added keywords are wateridge, but that's not working.

On the record producer itself, I added a variable = building location for when a specific business service is selected, to have the user pick the building location.
When the business service = shipping & receiving and the building location = wateridge than I need it to assign to Assignment Group = Shipping & Receiving - Wateridge.

New Assignment rule conditions:
Record producer is Create Incident
Business Service is Shipping & Receiving
Active is true
NEED TO ADD Variable: Building Location = Wateridge

Consideration: we have another assignment rule for all incidents that come in are assigned to the Help Desk assignment group. The Assignment rule condition for that is simply Active is true and the execution order is 1,000. How can I make sure they work in sync, i.e. one doesn't negate the other? Is it with execution order or do I have to write it into the conditions?

Or if variables won't work here with conditions, can I have a script instead? If so, can you provide an example that I can plug in what I need in?

Thank you, Kim

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Allen Andreas
Administrator
Administrator

‎10-15-2021 10:32 AM

Hi,

Within the script section, you would be able to use:

current.variables.variable_name

So for the end-result values of the assignment rule, you would want to use the script section to accomplish the assignment rule execution.

So if...

if (current.variables.variable_a == "apple") {
current.assignment_group = 'sys_id' // or use gs.getProperty('property_name');
}

For execution information:

The order in which the assignment rule is processed. If assignment rules conflict, a rule with a lower-order value takes precedence over a rule with a higher value. If the order values are set to the same number, the assignment rule with the first matching condition takes precedence over the others. Only the first assignment rule with a matching condition runs against a record.

https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/task-table/task/t_A...

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Allen Andreas
Administrator
Administrator
In response to Kim5

‎10-27-2021 02:55 PM

Hi,

I refrained from suggesting that route because that will only apply literally to that record producer. If you ever use a separate incident record producer or have your ITIL users create a new incident using "new"/"create new" functionality, then this same assignment rule process won't work.

So what you've done is isolated to just that one record producer, which may be fine for you, but for those reading, it's not a scalable solution and assignment rules would be the better route.

Thanks! 🙂


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