Fulfillment group does not map to assignment group on the CSM table for cases

[JoostHW]

Hi all,

I’m trying to connect the fulfillment group variable(record producer) with the assignment group variable case records. 

 Here’s the scenario:

• I use Record Producer to make forms for case records(sn_customerservice_case).

• On the Record Producer, there is a variable called fulfillment group (a reference to group).

• When the record is created, I want the assignment group field of the new case record to be set to the same group chosen in the Record Producer fulfillment group. 

  • This is how it works for ITSM module OOB.

I’ve tried different approaches:

1. I have tried to use the script field in record producer:

   1. current.assignment_group = producer.group or current.assignment_group = producer.fulfillment_group
2. Tried the same with a business rule.
3. I also thought about making a flow. 

What worked is the following:

1. In the script field on the record producer, I added the following line of code:
   1. Current.assignment_group = 'sys_id_group' but this needs to be added to every form 
2. hidden variable mapped to the assignment group variable, same issue as above 

I’m looking for a working solution or best practice to:

• Connect the fulfillment group variable on record producer with the assignment group variable on the case record

Any guidance or sample scripts would be greatly appreciated!

Thanks in advance.

[G Ponsekar]

Hi @JoostHW ,

Best way is using Record Producer script

current.assignment_group = producer.<backend name of fulfillment group variable>;

Is this variable part of Multi row variable set? 

Also have you checked the value returned by Fulfillment Group variable by printing

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks, GP

[Ankur Bawiskar]

@JoostHW 

it should work fine via record producer script.

share screenshots

If my response helped please mark it correct and close the thread so that it benefits future readers.

[JoostHW]

@Ankur Bawiskar 
The first screenshot shows the two fields that I can use, preferably fulfillment group. Using SN Utils you can see the Values of the fields.

In this Screenshot you can see the record producer script field with the script that is currently not working. What I can get to work is also visible in this screenshot but made into a comment using //. This is a non-dynamic fix which is not optimal. 

In the last screenshot you can see the case record after I submitted the form. 

Please let me know if you have any more questions.