Conditional Logic for Incidents

[sseverance]

Hello community members! This may sound like a very simple question but I am new to ServiceNow development. How would I set up conditional logic for Incidents? Specifically, if the short description contains "Incident INC-1 opened" then assign it to a specific group. One of the challenges is the number will consistently increment by one every time a new Incident is created. Any help here is appreciated!

[Sujit Jadhav]

Hello @sseverance ,

1.Create a new Assignment Rule
Table: Incident

Condition:
Short description contains Incident INC-

OR

2.Business Rule
Table: Incident
When: Before
Insert: Checked

Script:
(function executeRule(current, previous) {

if (current.short_description &&
current.short_description.indexOf('Incident INC-') > -1) {

current.assignment_group = 'YOUR_GROUP_SYS_ID';
}

})(current, previous);

"If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community!"

Thank You,

Sujit Jadhav

[AndersBGS]

Hi @sseverance 

As @Sujit Jadhav  have mentioned you can utilize assignment rule based on condition. Please remember, to have an assignment rule based on a string field is in general not good practice as string can change to have a space, an additional character or so fourth - so you solution will not be very resilient.

[Tanushree Maiti · Accepted solution]

Hi @sseverance 

Here Best approach is to use a Before Business Rule in ServiceNow.

• Table: Incident 
• Name: Assign Special Group by Pattern
• Advanced: Checked
• Insert: Checked
• Update: Checked

Trigger Condition:

Short description starts with "Incident INC-" AND

Short description end with "Opened"

(Better would be apply regex  using condition builder //refer : https://www.youtube.com/watch?v=KDDrnKeU-JU)

then using script , set the assignment group value.