forward assignment for inactive groups

[Ravish Shetty]

Hi all,

We have lots of places where assignment groups are configured like change templates, workflows, etc. These assignment groups get deactivated periodically and we want a mechanism where we redirect the tasks opened against these assignment groups to be redirected to the new active groups.

Is there a platform feature which can be leveraged or a best practice from a process standpoint?

For now, we are considering creating a business rule on the group table which will change the assignments when groups get deactivated.

Thanks,

Ravish

[Kieran Anson]

There isn't anything OOB as it's very much dependent on how an organisation sees a group record; is it data or configuration. To me, it's both, and needs to be thought of in it's own bubble. 

You mentioned redirected, how are you tracking this? What group structure do you have in place? It sounds like you potentially have teams as groups and no sole-process groups defined. As an example.

"IT Helpdesk" is being used to represent

• A HR departmental team
• A fulfilment team for say incidents
• A group with permissions to define access within ServiceNow
• A group used to manage processes (approvals, notifications).

If that's the case, the group structure is bloated and needs breaking down

[Ravish Shetty]

Thanks Kieran