ServiceNow: Building Powerful Workflows by Tim Woodruff, Ashish Rudra Srivastava, Martin Wood
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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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Update to ServiceNow Incident ticketing process
May 9, 2024
In June, the ServiceNow Development and Support team will change the way the system populates the Assignment Group field. Previously, in Incident tickets, when an individual chose the Service Offering, the Assignment Group field would autofill, and the field was marked mandatory.
The field will take advantage of the new advanced assignment rules and no longer require you to select an option for Assignment Group. If left blank, it will fill-in, based on the Service Offering and the Categories chosen, upon saving . Additionally, if you need to send the ticket to a specific group, you can type that group’s name; the system will not overwrite your choice upon saving.
So, instead of relying only on the Service Offering to determine the assignment group, much more granular assignment rules can be setup to look at the service and the categories.
This update is part of our ongoing efforts to improve user experience and operational efficiency.
For an in-depth look, individuals with ITIL access to ServiceNow may refer to our release notes ServiceNow knowledge article (may require CAS login) for details or to learn more about this enhancement.
For immediate concerns, please contact the ITS Help Desk at 203-432-9000 for assistance.
For help with any service management topics, please send inquiries to the IT Service Management team .
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Configure group types for assignment groups - Product Documentation: Tokyo - Now Support Portal. Use the Type field to define categories of groups. Once defined, you can use these categories to filter assignment groups based on the group type using a reference qualifier. For example, when selecting.
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Calculate the duration of an incident based on the Assignment Group. Most of the cases, the incident will be traversed to multiple teams for resolution. In such cases, if we want to calculate the duration.
The requirement is to auto-populate the "Assignment Group" field present on the 'sc_req_item" table. Skip to page content Skip to chat. How to auto populate "Assignment Group" field present on the RITM record ['sc_req_item' table] - Support and Troubleshooting > Knowledge Base > Login here.
Assigned to and Assignment group. The Assigned to [assigned_to] field is a reference field type that points to the Users [sys_user] table. This field is generally used to designate a user to work on, or be responsible for the task. By default, this field has a reference qualifier (role=itil) set on its dictionary record that prevents any non-itil user from being assigned to a task.
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:
This ServiceNow tutorial will demonstrate how to add users to an assignment group in ServiceNow. Specifically, it will demonstrate how to add user to Service...
Pros. People can't assign incidents directly to individuals if they are not in that group. Cons. When you are working with another person in another group, you can't reassign the incident back and forth. Also if you are working directly with someone else, you can't assign an incident directly to them if you are not in a group.
current.task_fulfillment_group.setValue(assignment_group); as that would be a Sys ID and not the display value of the location. The script would be running on the current task record, so it's accessed using current. Also, take steps to verify that the field name is indeed task_fulfillment_group.
As you can see in your image the information for the groups is stored in table sys_user_group. The information which users are assigned to which group is stored in table sys_user_grmember. So the REST query could be a GET to this URL:
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 ...
In June, the ServiceNow Development and Support team will change the way the system populates the Assignment Group field. Previously, in Incident tickets, when an individual chose the Service Offering, the Assignment Group field would autofill, and the field was marked mandatory.
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