servicenow set assignment group script

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ServiceNow Automatically set Assignment Group

1 minute read

This is a useful tidbit for auto populating assignment groups. ServiceNow does have a few features that make it possible to auto assign groups based on criteria such as:

• Assignment Lookup Rules
• Data lookup definitions

However, sometimes a simple client script can offer less overhead. In this case I had the following requirements.

• When a requester picks a group it will auto set the assignment group to the Configuration Item approver group
• The requester can accept this or choose to override it
• If a group is not found on the CI, a pop up will alert them to select it manually

To accomplish this the client script was as follows:

Name : Populate Assignment Group Type : onChange Field Name : cmdb_ci (Configuration Item)

Set that on your table (incident/change etc) and your all set!

Why not Assignment Rule?

I was asked, why not create an assignment rule, after all its built into the product. For example a simple rule under System Policy -> Assignment, defined using this script snippet will work.

Sample snippet:

However it is server side and does not set until after the user saves the record. This would be ideal if you wanted to “Hard enforce” that the assignment group must be set by the CI, however if your requirement is to allow the user to override then a client script is the preferred route.

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Washington DC Now Platform Administration

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• Enable using your own SMTP server
• Enable using your own POP3 server
• Enable using your own SMTP and POP3 servers
• Configure bounce email address status
• Activate the OAuth email authentication plugin
• Enable OAuth 2.0 for email
• Set email address filters
• Activate Email - Support for Email Processing by Microsoft Graph API
• Configure an OAuth profile to use a client ID and secret for token generation
• Configure a JWT provider
• Generate a SHA-1 thumbprint
• Create OAuth API script
• Create an email account for Microsoft Graph (receive)
• Activate OAuth support plugin
• Configure client credential flow for SMTP OAuth2 using a client id and secret
• Register an OAuth Provider
• Generate SHA-1 thumbprint
• Create an OAuth API script
• Create an email account with SMTP OAuth2.0
• Outbound mail configuration
• Inbound mail configuration
• Email image filtering properties
• Email digest properties
• Advanced email properties
• Activate email filters
• Activate Email Service
• Grant access to the Email API
• Create an email account
• Create email account groups
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• Create an email reader job
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• Activate S/MIME Email
• Import an S/MIME key pair
• Upload a CA certificate
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• Enable S/MIME
• Message body size limit properties
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• Create notification categories
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• Domain separation and Notifications
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• Email client administrator [email_client_admin]
• Email composer [email_composer]
• Read-only role for email client templates [email_client_template_read]
• Read/write role for email client templates [email_client_template_write]
• Quick message author [email_client_quick_message_author]
• Automating system responses to inbound email
• Inbound email actions
• Inbound email action processing
• Criteria for matching email to inbound actions
• Enable automatic user creation
• Setting field values from the email body
• Specifying the inbound email processing order
• Create an inbound email action
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• Accessing email object variables
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• Inbound email action examples
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• Additional resources for Now Platform products and solutions
• Updated Feb 1, 2024
• 2 minutes to read
• Washington DC
• Platform Field Administration

This example shows how to use an advanced reference qualifier with JavaScript and a script include to restrict the incident Assignment group choices to only the groups that contain the user specified in the Assigned to field.

Before you begin

• Open an incident.
• Right-click the Assignment group label and select Configure Dictionary .
• If the form appears in Default view , under Related Links , click Advanced view .
• In the Use reference qualifier field, ensure that the Advanced option is selected.
• In the Reference qual field, enter javascript:new ReferenceQualifierHelper().backfillAssignmentGroup() .
• Save the record.
• Navigate to System Definitions > Script Includes .
• Click New .
• Name your script includes as ReferenceQualifierHelper to match the Javascript in the following step. This name ensures the API Name is generated correctly, based on the Name field.
• Script includes with the following JavaScript code. Ensure that the Accessible form field is properly set for the environment. var ReferenceQualifierHelper = Class.create(); ReferenceQualifierHelper.prototype = { backfillAssignmentGroup:function() { var assigneeGroupsQualifier = ''; var assignee = current.assigned_to; //return if the assigned_to value is empty (this causes all groups to be returned) if(!assignee) return; //sys_user_grmember has the user to group relationship var grAssigneeGroups = new GlideRecord('sys_user_grmember'); grAssigneeGroups.addQuery('user',assignee); grAssigneeGroups.query(); while(grAssigneeGroups.next()) { if (assigneeGroupsQualifier.length == 0) { // Create the beginning of the qualifier and add the 1st group assigneeGroupsQualifier = 'sys_idIN' + grAssigneeGroups.getValue('group'); } else { // build a comma separated string of groups if there is more than one assigneeGroupsQualifier += (',' + grAssigneeGroups.group); } } // return Groups where assigned to is in those groups we use IN for lists gs.log('DP: RefQual = ' + assigneeGroupsQualifier); return assigneeGroupsQualifier; }, type: 'ReferenceQualifierHelper' };

What to do next

Client Script Type — onChange()

• Script runs when a particular field value changes
• Respond to field values of interest
• Modify one field value in response to another

An onChange() Client Script watches one field. If two fields need to be watched, a second Client Script must be configured.

For example, one onChange() Client Script populates the 'Assignment group' field if the value in the Configuration item (cmdb_cil field changes, while a second onChange() Client Script populates the Watch List if the value of the 'Priority' field changes to 1.

An onChange() Client Script runs when a particular field value changes on the form.

The onChange() Client Script must specify these parameters:

control — name of the object (field_name) whose value just changed. The object is identified in

the Field name field on the Client Script form.

oldVaIue — value of the control field when the form loaded and prior to the change. For

example, if the value of Assigned to changes from Matt to Miranda the value of the parameter oldValue is Matt. oldVaIue will always be Matt (the value when the form loaded) no matter

how many times the Assigned to value changes after the original form load.

newVaIue — value of the control field after the change. For example, if the value of Assigned to

changes from Matt to Miranda, the value of the parameter newValue is Miranda.

isLoading — boolean value indicating whether the change is occurring as part of a form load.

Value is true if change is due to a form load. A form load means all of a form's fields changed.

isTemplate — boolean value indicating whether the change occurred due to population of the

field by a template. Value is true if change is due to population from a template.

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‎01-16-2023 05:21 AM

Solved! Go to Solution.

‎01-16-2023 05:49 AM - edited ‎01-16-2023 05:50 AM

View solution in original post

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