Override Assignment Lookup Rules

[Steven Parker]

Hi,

Our support team is using the "New Call" form and it's working great.   We've added our categories and subcategories to it and they auto assign groups once you click Submit and the Incident is created.

Now a question has come up, can we add Assignment Group to the New Call form so that if they are able to resolve the issue on the phone, they can choose the "Support Center Team" as the assignment group and still submit the Incident for tracking purposes?   I can add Assignment Group to the form fine, but on the Incident form the Assignment Lookup Rules override the assignment group from the New Call form, thus sending an email to a group that doesn't need to do anything as the issue has been resolved.

Is there a way to override Assignment Lookup Rules so that they can assign those New Calls to their group and when they submit the Incident form assigns it to them?

[Alikutty A]

I have a different solution for your requirement.

You should start using the Assignment Rules instead of Assignment data lookup rules. Both work in similar fashion but the former is more featured and flexible than using the latter. The biggest advantage provided by Assignment Rules are that you can filter a table based on conditions and scripts when the rule is executed.

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

In your case, You should move all your rules to this module with a common order and update the condition filter to say

when Category is Network And Sub category is Bandwidth And Call Type is not Phone   => Assign to Network support   (order = 100)

when Call Type is not Phone   => Assign to Help desk support   (order = 1000) - Keep it is highest order so it becomes a default catch and removing other conditions will make it apply for all cases.

This way the solution is OOB and you don't have to worry about scripting or emails, Let me know if this works out.

Thanks

Please Hit like, Helpful or Correct depending on the impact of the response

[Les1]

I would like to make use of assignment rules however, it only sets the Assignment field when you Save/Update the record (versus in the UI such as assignment lookup or a script). We have Assignment Group as a mandatory field. we need the field to be populated prior to Save/Update.