Is there a simple way to set an Assignment Group for Record Producer (Incident Table)?

Dot-walker · ‎08-26-2024

Hello Everyone,

I want to create record producers within the self service catalog that enable end user s to report incidents.
Creating the record producer as a catalog item seems straightforward, however, I'm confused about how to automatically route the submitted incident to the correct assignment group.

I know that when creating a service request type catalog item, there are options under the Process Engine tab to link a Workflow to, however, I don't see that same option of the Record producer record.

Thank you in advance for your assistance.

jonsan09 · ‎08-26-2024

For record producers you can use the script option to set the assignment group. You can either set the assignment group directly to the sys_id of the group or create a system property and have that hold the sys_id of the assignment group. (I would recommend using a system property rather than hardcoding it into the script)

Example above shows populating the assignment group

With System Property
- current.assignment_group = gs.getProperty("Name of your system property");
Hardcoding
- current.assignment_group = "Sys_ID of group";

View solution in original post

Mark Manders · ‎08-28-2024

Creating different record producers to route to different groups will work as long as you can make it clear to the end user what it is for. A 'Security Incident' is clearly different from 'I broke the screen of my phone'. So a distinction on that level won't be an issue. But don't create the record producers just because they need to end up somewhere else. In that case, use assignment rules.

In your example: an application owner wants all incidents flow directly to his team. So you create a rule that if that application is chosen, it will end up there, but if any other application is chosen, it's send to the servicedesk.

The record producers/catalog items you show on the portal need to be clear for the end user and should not bother them with where the ticket is going to end up. An incident with an application is just that: an incident. End user selects the application and tells what is wrong and doesn't care who solves it. Whether it's the CEO or the cleaning lady, it just needs to be solved.

That even means that a security incident can be created through the same record producer, if you can't make it clear to the end user what the difference is. They can just select 'security related' on the form and it is send to the security team (although these often need more info, so a separate one wouldn't be the worst thing).

Creating record producers should always be done from the end user's point of view (do they understand the purpose of one/multiple forms?) and the routing is done in the backend.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

View solution in original post

jonsan09 · ‎08-26-2024

For record producers you can use the script option to set the assignment group. You can either set the assignment group directly to the sys_id of the group or create a system property and have that hold the sys_id of the assignment group. (I would recommend using a system property rather than hardcoding it into the script)

Example above shows populating the assignment group

With System Property
- current.assignment_group = gs.getProperty("Name of your system property");
Hardcoding
- current.assignment_group = "Sys_ID of group";

Dot-walker · ‎08-27-2024

Thank you @jonsan09!

Are there any resources (Docs/Now Learning/YouTube) that you can provide me for future reference?

jonsan09 · ‎08-28-2024

Here is something on the doc site: https://docs.servicenow.com/bundle/xanadu-servicenow-platform/page/product/service-catalog-managemen...
Here is a vid on "how to" end to end: https://www.youtube.com/watch?v=-MHidv6N8Qg

Dot-walker · ‎08-28-2024

Wow this is awesome. Thank you, so much. I'm still really new to ServiceNow and this role as a Sys Admin so I appreciate the information and example you've provided!