Set assignment group based on variables in a variable set

thomast63 · ‎03-04-2020

I have a Catalog Items that I would like to have auto-assigned based on a value from one of the variables in the variable set. The variable is a reference field called "requestors_catalog_default" and it references the location table. can I do this via the workflow, or do I have to use a catalog client script? IF so, how would I do that?

Thanks!

Tanaji Patil · ‎03-07-2020

Hi,

Before thinking on the solution you should check these-

You should get it clear what you wnat to assign- RITM (i.e. the records automatically created in sc_req_item table once the request is submitted) or a catalog task under it (which is optional and created using the 'Catalog Task' activity in the workflow). Both could be assigned using the assingment_group field and depends on your process.
You should check if this logic is applicable to only a particular catalog item or all catalog items. If my understanding about your requirement is right then you need for only a particular catalog item.

Once these are clear then based on the ansers you should think where to put these.

You could do the assignment either from-

Workflow / Flow designer (Recommended)
Business rule (Not recommended)
Assignment Rule (Is used as default assignment group if none of the above is assigning the ticket)

Assume that you want to assign the RITM created by a particular catalog item based on a variable 'requestors_catalog_default' here is what you need to do-
Next to 'Begin' activity add a 'Run Script' activity with a code which looks something like this:

var locationName = current.variables.requestors_catalog_default.name;

if (locationName == "name_of_location_1") {
current.assignment_group.setDisplayValue("name_of_assignment_group_1");
}
else if (locationName == "name_of_location_2") {
current.assignment_group.setDisplayValue("name_of_assignment_group_2");
}
.
.
.
else {
current.assignment_group.setDisplayValue("name_of_default_group");
}

Assume that you want to assign the catalog task created under a particular catalog item using 'Catalog Task' workflow activity based on a variable 'requestors_catalog_default' here is what you need to do-
In the 'Catalog Task' activity put code something similar to this in the Advanced script-

var locationName = current.variables.requestors_catalog_default.name;

if (locationName == "name_of_location_1") {
task.assignment_group.setDisplayValue("name_of_assignment_group_1");
}
else if (locationName == "name_of_location_2") {
task.assignment_group.setDisplayValue("name_of_assignment_group_2");
}
.
.
.
else {
task.assignment_group.setDisplayValue("name_of_default_group");
}

You could use Flow Designer istead of workflow by activating and using 'Flow Designer support for the Service Catalog' plugin.

In case this assignment logic is applicable to all the catalog items then I would suggest you to put it in Assignment Rules with script.

You can check out OOTB workflows, flows and assignment rules for getting an idea on what they provide.

Hope this helps!

View solution in original post

Prateek kumar · ‎03-04-2020

You can auto-assign using the catalog task activity in conjunction with if condition activity.

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow-activities/r...

Please mark my response as correct and helpful if it helped solved your question.
-Thanks

thomast63 · ‎03-04-2020

yes I know this but its not working. I can't get the assignment to populate from the variables in the variable set.

thomast63 · ‎03-05-2020

Is anyone able to help with this issue?

I would like to have auto-assigned based on a value from one of the variables in the variable set.

Can't seem to pull in the set to the workflow.

Prateek kumar · ‎03-05-2020

What have you tried so far?

Where are you stuck?

in the if condition use current.variables.requestors_catalog_default

You said the field refers to location table. How do you want to set assignment group based on location?

Please mark my response as correct and helpful if it helped solved your question.
-Thanks