Reassign an Incident using Assignment Rull

[Sanjeev Kumar1]

Hi All,

According to SNOW

"The Assignment rules module allows you to automatically set a value in the assigned_to and assignment_group fields when a set of conditions occurs.

An assignment rule must also meet these additional criteria to run:

• The task record has been created or updated. Assignment rules do not apply to unsaved changes on a form.
• The task record must be unassigned. The record cannot have an existing value for either the assigned_to or assignment_group fields. Assignment rules cannot overwrite existing assignments (including assignments set by a default value or a previously run assignment rule).
• The assignment rule is the first rule that matches the table and conditions. If more than one assignment rule matches the conditions, only the rule with the lowest order value runs."

But I need to reassign an incident based on category and subcategory OR you can say if an Incident is assign to some group "Assignment group" and " Assigned to" user.

if we set blank "Assigned to" and "Assignment group" and update record system will run assignment rull and reassign incident to group as define in Assignment rull.

So My requirement is.

We have an existing incident which is already assign to some group.

if we set blank "Assignment group" and " Assigned to"  system will execute assignment rull.

[Sanjeev Kumar1]

Hi Chuck,

Thanks for reply.

In my case first time we will assign "assignment_group and assigned_to" my requirement if it's set blank by any script or user system will run assignment rule.

[Chuck Tomasi]

In the same data lookup definition... check to see if you have Run on Insert and Run on Update checked. Insert is for new records and update is to continue doing the lookup afterwards.

[john_duchock]

Hrm...  bullet #2 doesn't seem to be correct in kingston as the assignment group is changing on update...

We update the assignment group value (leaving category / subcategory alone) and upon saving the record, the assignment lookup rules are firing and updating the value again...

[Paul Kunze]

Hi all, I had a similar requirement and want to share my insights and solution.

I needed to run the Assignment Rules even if the record is already assigned (if assignment_group or assigned_to is already filled). 

First I thought that this can be solved by using the "Always replace = true" setting from Data Lookup Definitions (as Chuck suggested). But it turns out that Assignment Rules and Lookup Rules are two different things that are not related.

Assignment Rules will never run if the record is already assigned. This cannot be adjusted with OOTB settings.

So the solution is to create an own Business Rule which will execute on every record update on the target table, check the Assignment Rule table, evaluate the conditions and execute the assignments.

Here is a great article with a sample script: https://www.servicenow.com/community/developer-forum/assignment-rules-to-execute-on-change-of-fields...

Best,

Paul