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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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
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13.0 - Updated on 2023-08-30 by Jennifer Domnick
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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.”
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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Calculation of duration based on assignment group - Support and Troubleshooting - Now Support Portal. 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.
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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.
*Disclaimer: We are reviewing video content for Accessibility standards*How to determine your own, or a colleague's, assignment group.
Learn how to set up automatic assignment groups in ServiceNow with this instructional video.
Skip to page content ...
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:
Lab 22 - Advanced Work Assignment - Now Learning. Loading... Skip to page content. Skip to page content. ServiceNow Learn how to configure a new queue for a group to receive and be proposed with incoming chats using Advanced Work Assignment (AWA). - Now Learning.
You can use groups for both, but set the "type" differently. E.g an approval group would have the type of "approval" and the resolver groups can have a type of "resolver". This then distinguishes them. Then in your "assignment_group" column on your table you can set a reference qualifier to ONLY filter down on the type of ...
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.
Use the ServiceNow Advanced Work Assignment for HR Service Delivery feature to automatically assign HR cases to agents based on availability, capacity, and skills. The base system uses the automatic case assignment feature to assign an HR case to an agent. It attempts to assign an agent with the least number of cases assigned, has the skills ...
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. ...
Contact us: https://www.facebook.com/SNow-Knowledge-154868872024336/1. What is Assignment Rule?2. Use cases with live demonstration.
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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. I'd advise not doing that at all and use ...
The requirement is to auto-populate the "Assignment Group" field present on the 'sc_req_item" table
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 ...
Please take note of the following points while integrating ServiceNow and IG for fulfillment: 1) Please modify the default Request Form in ServiceNow to have the Assignment Group visible. By default, it is not visible. The assignment will be showed if export the form to csv for pdf. ServiceNow admin will know how to accomplish this.
Subscribe for more https://www.youtube.com/channel/UCaWb7GTSLk0aAT5LI7b9eHg #Reports_in_ServiceNow#ServiceNow#create_reports#Reports_and_Assignment_group#Se...
Some HR cases are created and not routed to the correct group via assignment rules.