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

Tanaji Patil · ‎03-07-2020

@thomast63
I missed to mention that its not best practice to use hard coded sys_ids in the script. Use names instead.

You could also think of storing the mapping between location and assignment group somewhere else like a new table or system property rather than hardcoding it in script. If its hardcoded in workflow then for any minor change you need to update the workflow.

As new tables may cost you I would suggest using system property (value could be in JSON format).
In the workflow script get this property and use the JSON for mapping. System property is easier to maintain.

JSSNow · ‎04-13-2022

task.setDisplayValue('assignment_group',current.variables.VARIABLENAME); for the win. more info here: https://community.servicenow.com/community?id=community_question&sys_id=c38f3ae9db58dbc01dcaf3231f9619e4