hr assignment rule script servicenow

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Handling Assignment Rules in ServiceNow

In ServiceNow, if one is looking for automatic assignments then he can rely on the instance’s ability to assign the tasks automatically to different users and groups depending on the specified conditions. In order to achieve this, ServiceNow has the following modules:

• Assignment Lookup Rules
• Assignment Rules

Assignment Lookup Rules:

This module appears under the ‘System Policy application’ menu. This table is basically generated out of the box as its definition is provided in the ‘Data Lookup Definition’ table in the instance, specifically for field assignments in the incident table. Assignment lookup rules mainly provide the functionality of changing any field value and not just the assignment fields.

Assignment Rules:

This module appears under the ‘System Policy application’ menu. It helps to automatically assign the tasks to a particular user or a particular group using the assigned_to and assignment_group fields respectively, depending on the specified set of conditions. One can define these assignment rules readily for their desired table.

Following are the steps for defining the assignment rule:

• Navigate to System Policy -> Assignment -> New

• From the above figure, one can see that the dot-walking can also be done in the condition builder field. Just select the ‘Show Related Fields’ option in the condition and then select the appropriate attribute.
• Further, in the ‘Assign To’ tab, select the appropriate user and group to whom the task is to be assigned.

If two assignment rules conflict, then the assignment rule with the lowest execution order runs first. The lower the execution order, the higher is the precedence.

Distinguishing Factors between the Data Lookup Rules and Assignment Rules:

Precedence among the assignment rule and business rule:

In certain circumstances, the business rules gain precedence over the assignment rules.

The business rules and assignments rules run in the following order:

• All the ‘before record insert’ business rules having order less than 1000.
• First and foremost, assignment rule with lowest execution order and matching condition.
• All the ‘before record insert’ business rules having order more than 1000.
• All the ‘after record insert’ business rules.

We are pretty sure that this blog must have given an overview of dealing with Assignment Rules in ServiceNow.

Any comments\suggestions are most welcome. We have posted further blogs as well on other topics and will frequently come back with something innovative.

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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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Assigning the fulfillment group based on user's location using assignment lookup rules in catalog task advance script

I created a script in catalog task in workflow to find the location of the current user and find which assignment lookup rule should be use base on the location. But it's not working.

Appreciate all the help. Thank you.

2 Answers 2

Judging by the table name that looks like a data lookup table. Is there any reason why you are not trying to implement this requirement using the Data Lookup Definitions rather than Assignment Rules?

If you are insistent on taking this route, then the last line should read

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 .

Adding on to the given answer, please add the following at the last line of your code, provided that task is also a GlideRecord.

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Need help with an assignment rule script that will assign all incidents to a particular group between certain hours

Used the script below on the script portion of the assignment rule but it doesnt seem to assigning it to the Help Desk group during the scheduled hours..  This is a fresh OOB developers instance. Any ideas?

var date = new GlideDateTime(current.sys_created_on); var schedule = new GlideSchedule("1b9294741b41011067212f08b04bcbfc"); var flag = schedule.isInSchedule(date); gs.log(flag,'ScheduleCheck'); if(flag == true){ current.assignment_group.setDisplayValue("Help Desk");

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