servicenow case assignment group

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Setting the Assignment group with Assignment Rules

Assignment Rules are a simpler alternative to Data Lookup. While Data Lookup is very powerful, allowing you to set any field, it does involve a quite a bit of configuration, including creating a new table.

In contrast, an Assignment Rule uses the simpler condition builder to specify when it should run. If it matches, then it'll either populate the Assigned to and Assignment group fields with a hardcoded value, or you can use a script. We have got the group we want to use in a property, so this option is perfect. Follow these steps:

• Name : Assign to External Team
• Table : Maintenance [x_hotel_maintenance] ...

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ServiceNow Advanced Reference Qualifier | How to filter the Assignment group based on Assigned To

Been in a predicament in ServiceNow, where you know the person a task needs to be assigned to, but don’t know the right group? I got you!

In this video, we add an advanced reference qualifier on a dictionary override on the assignment group fields (for incidents) that calls a server side script include to run some funky glideRecord queries and return as back a refined list of group sys_id’s. Its then these groups that are shown when you click the Assignment Group magnifying glass.

https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/script/server-scripting/concept/c_ReferenceQualifiers.html

https://www.servicenow.com/community/developer-forum/dynamic-advanced-reference-qualifier-examples/m-p/1386576

Reference Qualifier bit:

javascript:new global.AssignmentGroupFilter().refineAssignmentGroup(current.assigned_to)

Script Include:

Tags: advanced reference qualifier beth anglin GlideRecord reference field reference qualifier script include servicenerd servicenow admin servicenow demo servicenow tutorial sysid in

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ServiceNow Group Management & Agent Access to ITSM Modules

21.0 - Updated on 2024-01-22 by Jennifer Domnick

20.0  - Updated on 2024-01-22 by Jennifer Domnick

19.0  - Updated on 2024-01-22 by David Wagner

18.0  - Updated on 2023-10-18 by Jennifer Domnick

17.0  - Updated on 2023-10-18 by Jennifer Domnick

16.0  - Updated on 2023-09-13 by Nik Davlantis

15.0  - Updated on 2023-09-07 by Jennifer Domnick

14.0  - Updated on 2023-09-07 by Jennifer Domnick

13.0  - Updated on 2023-08-30 by Jennifer Domnick

12.0  - Updated on 2023-08-07 by Jennifer Domnick

11.0  - Updated on 2023-08-07 by Jennifer Domnick

10.0  - Updated on 2023-01-26 by Jennifer Domnick

9.0  - Updated on 2023-01-26 by Jennifer Domnick

8.0  - Updated on 2023-01-17 by Michael Mears

7.0  - Updated on 2023-01-04 by David Wagner

6.0  - Updated on 2021-12-20 by Bryce Clodfelter - ADMIN

5.0  - Updated on 2021-08-05 by Anika Rally

Table of Contents

Accessing your group, add/change delegates, adding a member to a group, removing a user from a group, removing a users license (default assignment group), switching a user's default assignment group, links to servicenow environments, servicenow group management: key roles.

A ServiceNow 'group' is a set of users who share a common purpose. Groups may perform tasks such as approving change requests, resolving incidents, receiving email notifications or performing work order tasks.

When a group is established, it is assigned a MANAGER and a DELEGATE.  The Manager is accountable for maintaining the group and ensuring that a separate Delegate is named to manage the group when the Manager is absent.   

The manager can add members to the group, and has elevated privilege's to make edits to the following fields:

• Private group
• Shadow Email BCC
• Send Surveys
• Group email
• Custom From Reply-To
• Require Closure CI
• Description
• Acknowledgment
• Resolution Text
• Manager List

Delegates are selected by the group manager and have the ability to add members to the group. (A group may have multiple delegates).

I n most cases, a license is required use the ServiceNow platform. Various modules have their own license/cost structure.

IT Service Management (ITSM) Licenses via Group Membership:

When adding a new user to an existing ITSM group , an ITIL license will be automatically assigned to the user. The license incurs a monthly cost, which will be reflected in the billing or cost allocation process established by your local IT Director, Bookkeeper or Business Services Manger and OIT. NC State employees can access cost information via the IT Service Portfolio, ServiceNow Service Offering under the 'COSTS' tab.

Questions can be sent to the ServiceNow platform team at ‘Help With This Service.’

Managers can access and edit their groups via the My Managed Groups link in the Manager Services section of the ServiceNow navigation

To view the list of delegates assigned to your managed groups or the description of the group you must personalize the list:

Click on the gear:

Find "Delegates" in the 'Available' column and click the arrow to move it to the 'Selected' column.  Do the same with "description":

From the 'list view' choose the group you wish to modify. Scroll to the delegates section and click the 'lock icon' to 'Unlock Delegates.'

Use the search feature to find your delegate (must have a Unity ID).

• Select the group you want to edit.
• Once on the group record, scroll to the bottom and find the Related List “Group Members.”

Click on the user's name to navigate to their user record.

Once on the user record you should see a Remove All Groups button in the top-right corner of the page. Click this button to remove the default assignment group membership, and all other group membership.

Navigate to the User record for the user you want to update.

Once on the user record you should see a "Default Assignment Group" field.

Remove the current assignment group and type in the new one, or click the search box to browse for the correct group.

Click Update .

Once end users have been added to an assignment group by the assignment group owner, they can access the ServiceNow platform using the this link:

https://ncsu.service-now.com

Advanced access, such as developer access can be requested using the ServiceNow Access Request Process .

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Using Case API to find the right assignment group

We are using the Case APi to create an HRSD case in Servicenow - however, can a servicenow API be used to assign the right assignment group?

We would like the web service to lookup the right COE based on the location thats coming in the payload.

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Issue populating assignment_group in servicenow via REST API

I am trying to create Servicenow incident ticket using REST API. Here is the link and body: https://<mydomain>.service-now.com/api/now/table/incident and body:

Incident ticket is getting created with all fields populated as requested except assignment_group and description fields. I know these are reference fields. I tried all combination but information is not getting populated for these two fields. Any one has any suggestions? I tried for assignment_group the sys_id value also like "assignment_group":"4ikilo9f1bb43740ddfa315bcd4kmj89" and "assignment_group":{"sys_id":"4ikilo9f1bb43740ddfa315bcd4kmj89"} etc.

• Is it possible you have a business rule unsetting assignment group on insert or update? –  Jace Commented Jan 2, 2020 at 15:43
• Thank you Jace for your comment. No, there is no business rule that is unsetting. I can go and create a ticket and it would create with assigned group but not through API. –  Mark W Commented Jan 3, 2020 at 20:37
• Do you perhaps have write ACLs on those fields which might be preventing your REST API user from writing to them? –  blendenzo Commented Jan 3, 2020 at 22:00
• "assignment_group":"4ikilo9f1bb43740ddfa315bcd4kmj89" should work. Try doing this on a PDI. –  Jace Commented Jan 6, 2020 at 15:12
• Jace, i tried as you suggested. Same result. Ticket got created but with no assigned group info. @blendenzo: Can service now has ACL at field level? Like I have mentioned, I was able to create ticket using API but not these two fields. Not sure if Servicenow can restrict update access at field level? If so, why do they do that way? I will double check with my security group on that. –  Mark W Commented Jan 6, 2020 at 21:28

pass the id of the assignment group within the API call than directly giving the name of the group, this worked for me :)

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