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Populate Assignment group based on service offering and location in servicenow

I want to update the assignment group to a particular assignment group when the condition fulfills on RITM ie. service offering is xyz and location is abc, then it should update.

For example, there is one catalog item that is being raised by GETit and RITM is generated with an assignment group. I want to update that value when the matching conditions are fulfilled.

I tried using assignment rules but again it doesnt work if the field has already a value and in my case assignment group already has a value, we just need to update it.

Can someone please help me here.

Mansi Goel's user avatar

  • What’s setting the assignment group in the first place already? If it’s a workflow, then change the logic in the workflow to match your criteria, if it’s an assignment rule, then give your new rule a lower order so it takes precedence –  Nick Parsons Commented Jun 12 at 13:16

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servicenow populate assignment group

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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.

Leave a comment

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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

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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

servicenow populate assignment group

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:

servicenow populate assignment group

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

servicenow populate assignment group

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

servicenow populate assignment group

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.”

servicenow populate assignment group
  • 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 .

    Author Image

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    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. You can override this reference qualifier on tables that extend task though, as the Project Task and Service Order tables do, if you have the relevant plugins installed.

    The Assignment group [assignment_group] field serves pretty much the same purpose. The reason for having both, is that a workflow might automatically assign a certain type of task ticket to a group, ...

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    servicenow populate assignment group

    ServiceNerd

    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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    Saratov Oblast - Economy

    In terms of the level and scale of industrial development, the Saratov region occupies one of the leading places in the Volga economic region. In the structure of industry, the largest shares belong to the fuel and energy complex, machine building, chemical and petrochemical, and food industries.

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    Such large power plants as the Balakovo Nuclear Power Plant (4,000 MWt) and the Saratov Hydroelectric Power Plant (1,360 MWt) are located in the region producing about 25% of power in the Volga region and 3% of power in Russia.

    Railway is the leading transportation in the province, over 90% of freight and about 40% of passenger turnover is made by railway. River transportation is developed fairly good, Saratov is the largest river port on the Volga River.

    Tourism in Saratov Oblast

    Tourism in the Saratov region is represented by visits to natural and cultural attractions. Eleven cities and towns are included in the list of historical towns of Russia: Atkarsk, Balakovo, Balashov, Volsk, Marx, Novouzensk, Pugachev, Petrovsk, Saratov, Khvalynsk, Engels.

    Local nature delights visitors with its beauty. The Volga with its sandy beaches, hundreds of islands, the possibility of fishing and hunting is the main treasure of the region. On the territory of Samara oblast there are 124 nature monuments, zoological reserves, the Khvalynsky National Park, the Saratov and Volgograd reservoirs.

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    Saratov Oblast has more than 300 monuments of architecture, over 3 thousand monuments of archeology, 18 old estates, 27 state museums. The main places of interest are:

    • Museum of Local Lore, Art Museum, Museum of Military Glory on Sokolova Hill, Limonarium, House Museum of Chernyshevsky in Saratov,
    • Local history museums in Balashov, Volsk, Petrovsk, Khvalynsk, Engels,
    • Memorial House Museum of Chapaev in Pugachev,
    • Museum of Long-Range Aviation, Literary Museum of Kassil in Engels,
    • The landing site of Yuri Gagarin in Engels district,
    • Ostrich farm in Lysogorsky district
    • Stepan Razin’s cliff on the bank of the Volga, where according to legend Razin drowned the Persian princess,
    • Pottery in the village of Zolotoye,
    • Khvalynsky ski resort in the Khvalynsky National Park,
    • Stolypin’s mineral waters (the resort named after Chapayev).

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    Picturesque place to live in Saratov Oblast

    Picturesque place to live in Saratov Oblast

    Author: Sergey Kravtsov

    Sunset in Saratov Oblast

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    Fishing in the Saratov region

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    Country house in Saratov Oblast

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    COMMENTS

    1. Configure the group type for assignment groups

      Loading... Loading...

    2. Populate Assignment group based on service offering and location in

      I want to update the assignment group to a particular assignment group when the condition fulfills on RITM ie. service offering is xyz and location is abc, then it should update. For example, there is one catalog item that is being raised by GETit and RITM is generated with an assignment group. I want to update that value when the matching ...

    3. How to auto populate "Assignment Group" field present on ...

      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.

    4. Assignment group is auto-populating the value, on new ...

      When creating a new record, the Assignment group was auto-populating to an incorrect value.

    5. How to Create Automatic Assignment Group in ServiceNow

      Learn how to set up automatic assignment groups in ServiceNow with this instructional video.

    6. ServiceNow Automatically set Assignment Group

      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.

    7. How to auto populate "Assignment Group" field present on ...

      The requirement is to auto-populate the "Assignment Group" field present on the 'sc_req_item" table

    8. Setting the Assignment group with Assignment Rules

      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:

    9. How To Add Users To An Assignment Group In ServiceNow

      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...

    10. Learn Glide Ajax ServiceNow

      This video shows an example of Glide Ajax by populating Assignment group as Configuration item selected on the incident form.The GlideAjax class allows the e...

    11. NC State ServiceNow

      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. ...

    12. Assignment Group is not automatically populated when ...

      When creating a Sprint from the Agile Board you are seeing that the 'Assignment group' Field is not getting automatically populated as expected.

    13. Assigned to and Assignment group

      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.

    14. ServiceNow

      ServiceNow

    15. ServiceNow Advanced Reference Qualifier

      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.

    16. Missing request item assigned to specific assignment group while

      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.

    17. Saratov Map

      Saratov. Saratov is the largest city and administrative center of Saratov Oblast, Russia, and a major port on the Volga River. As of the 2021 Census, Saratov had a population of 901,361, making it the 17th-largest city in Russia by population. Map. Directions.

    18. Create an assignment group

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    19. Engels, Saratov Oblast, Russia

      It had a population of 22,000 in 1897. In 1924, Pokrovsk became the capital of the Volga German Autonomous Soviet Socialist Republic and in 1931 was renamed in honor of Friedrich Engels. It is still called Engels today. In 1965, a bridge was constructed across the Volga River to connect Engels to Saratov. Population:

    20. Administrative divisions of Saratov Oblast

      Committee of the Russian Federation on Standardization, Metrology, and Certification. #OK 019-95 January 1, 1997 Russian Classification of Objects of Administrative Division (OKATO). Code 63, as amended by the Amendment #278/2015 of January 1, 2016. ).

    21. Assignment group of record

      The assignment group change on the change of the group membership of the user assigned to the record.

    22. Saratov Oblast, Russia guide

      Saratov Oblast is the only region in Russia that combines three natural and climatic zones: the forest-steppe, the steppe and the semidesert. About 80% of the region is located in the steppe zone. The Volga, dividing the region into two parts, is the main river. The largest cities and towns are Saratov (818,400), Engels (225,000), Balakovo ...