question Re: How to populate Assignment group in RITM? in Developer forum

How to populate Assignment group in RITM?

User205031 — Mon, 17 Nov 2025 04:56:55 GMT

Hi All,

There is a variable 'support group' which is a select box type with group names and I want to populate assignment group in RITM with the support group selected. How to achieve since Assignment group is a reference field and Support group is a select box field. Support group variable value is being send from 3rd party.

I have written a client script & script include but its not populating:

Client Script:

function onLoad() {

var a = g_form.getValue('support_group');

alert(a);

var ga = new GlideAjax('SupportGroupHandler');

ga.addParam('sysparm_name', 'getAssignmentGroup');

ga.addParam('sysparm_group', g_form.getValue('support_group'));

ga.getXMLAnswer(response);

function response(serverResponse) {

var answer = serverResponse.responseXML.documentElement.getAttribute("answer");

alert('Line 12' +answer);

g_form.setValue('assignment_group', answer); // sys_id returned from Script Include

}

//return;

//Type appropriate comment here, and begin script below

}

Script Include :

var SupportGroupHandler = Class.create();

SupportGroupHandler.prototype = Object.extendsObject(AbstractAjaxProcessor, {

getAssignmentGroup: function() {

gs.log('hiline6');

var supportGroup = this.getParameter('sysparm_group');

gs.log('hiline10' + supportGroup);

var groupSysId = '';

var a = new GlideRecord('sys_user_group');

a.addQuery('name', supportGroup);

a.query();

if (a.next()) {

groupSysId = gr.getUniqueValue();

}

return groupSysId;

type: 'SupportGroupHandler'

});

Value is not populating in Assignment group.

Is anything wrong with the script?

Re: How to populate Assignment group in RITM?

rahulp634206051 — Mon, 17 Nov 2025 05:09:47 GMT

Hello,

The Script should be onChnage not onLoad, as user is selecting the check box after the form is loaded.

Re: How to populate Assignment group in RITM?

rahulp634206051 — Mon, 17 Nov 2025 05:14:12 GMT

Hello,

Instead of client script you can create a flow, Please let me know if you need any help to configure the flow.

Re: How to populate Assignment group in RITM?

nawalkishos — Mon, 17 Nov 2025 05:20:34 GMT

Hi @User205031 ,

Please use below code-

Script include-

and Client script-

If you found my response helpful, please mark it as helpful and accept it as the solution.

Thank you
Nawal Singh

Re: How to populate Assignment group in RITM?

ursnani — Mon, 17 Nov 2025 05:20:48 GMT

IN the Flow or Workflow you can read the variable value and set the value of Support group to Assignment group value

Re: How to populate Assignment group in RITM?

Bhavya11 — Mon, 17 Nov 2025 05:26:45 GMT

Hi @User205031 ,

you have wrongly fetched the information

client script:

Re: How to populate Assignment group in RITM?

Deepak Shaerma — Mon, 17 Nov 2025 05:28:30 GMT

Hi @User205031

use update record action in flow designer, and set the assignment group directly without any coding,
Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
- Keep Learning ‌‌
Thanks & Regards
Deepak Sharma

Re: How to populate Assignment group in RITM?

Ankur Bawiskar — Mon, 17 Nov 2025 05:49:20 GMT

@User205031

so the drop down variable has choices and the choice values are exact name of groups?

share some screenshots.

you can directly do this in your flow associated to catalog item or workflow

Why to use onLoad client script + GlideAjax? This will just set the value and not save it. so don't use this.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Re: How to populate Assignment group in RITM?

User205031 — Mon, 17 Nov 2025 05:49:53 GMT

Hi @Deepak Shaerma ,

I was trying to do that but cant since Assignment group is a reference field and support group is a choice field. Not able to select support group for Assignment group.

Re: How to populate Assignment group in RITM?

User205031 — Mon, 17 Nov 2025 05:50:27 GMT

Hi @ursnani ,

I was trying to do that but cant since Assignment group is a reference field and support group is a choice field. Not able to select support group for Assignment group.

Re: How to populate Assignment group in RITM?

User205031 — Mon, 17 Nov 2025 06:00:33 GMT

Hi @Ankur Bawiskar ,

The drop down variable has choices and the choice values are exact name of groups? - Yes

I was trying to do that but was not able to since Assignment group is a reference field and support group is a choice field. Not able to select support group for Assignment group. 'Support group' field is disabled in the list

Re: How to populate Assignment group in RITM?

Deepak Shaerma — Mon, 17 Nov 2025 06:03:25 GMT

Hi @User205031 ,

Trigger: Service Catalog (or Record Created: sc_req_item).
Action 1: Get Catalog Variables
- Get the variables for the Submitted Request (RITM).
- Select your Support Group variable.
Action 2: Look Up Record
- Table: Group [sys_user_group]
- Conditions: Name is [Trigger > RITM > Variables > Support Group]
- Note: This action searches the Group table for a group where the name matches your variable string.
Logic: If (Safety Check)
- Condition: [2. Look Up Record > Group Record] is not empty.
Action 3: Update Record (Inside the "If" block)
- Record: [Trigger > Requested Item Record]
- Fields: Assignment Group = [2. Look Up Record > Group Record]

Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
- Keep Learning ‌‌
Thanks & Regards
Deepak Sharma

Re: How to populate Assignment group in RITM?

Deepak Shaerma — Mon, 17 Nov 2025 06:15:08 GMT

@User205031 ,

Make sure you have correct value as same as the Assignment group name in selectbox,

Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
- Keep Learning ‌‌
Thanks & Regards
Deepak Sharma

Re: How to populate Assignment group in RITM?

Ankur Bawiskar — Mon, 17 Nov 2025 06:24:46 GMT

@User205031

yes that's not possible as it's select box

-> You can use lookup Record on sys_user_group with condition as

Name = Get Catalog Variables -> Variable Name

-> then while you update the Group, you can grab the output from Lookup Record data pill and set it

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Re: How to populate Assignment group in RITM?

User205031 — Mon, 17 Nov 2025 06:32:15 GMT

Hi @Deepak Shaerma ,

Thanks for your help. I am able to update Assignment group.

Re: How to populate Assignment group in RITM?

Deepak Shaerma — Mon, 17 Nov 2025 18:45:47 GMT

Hi @User205031

Please Mark the answers as Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..

- Keep Learning ‌‌

Thanks & Regards

Deepak Sharma

Re: How to populate Assignment group in RITM?

ursnani — Mon, 17 Nov 2025 19:00:30 GMT

Hi @User205031

You need to do a Lookup record first for Group and then reference the group to populate Assignment group on RITM.

Please mark my Answer as correct/Helpful if it is useful

Thanks

Re: How to populate Assignment group in RITM?

Ankur Bawiskar — Tue, 18 Nov 2025 03:25:00 GMT

@User205031

I believe I also shared the same working solution.

As per new community feature you can mark multiple responses as correct.

💡 If my response helped, please mark it as correct ✅ as well so that this helps future readers find the solution faster! 🙏