how to make assignment group mandatory in servicenow

Create an assignment rule

Create an assignment rule and apply it to a single table. Assignment rules are\n designed to run at the time you open a record.

• \n Navigate to All > System Policy > Rules > Assignment and click New . \n
• Assignment lookup rules example
• Assignment rules module
• Condition editor example
• Data lookup rules
• Precedence between data lookup, assignment, and business rules
• Workflow assignments
• Define assignment rules
• Configuring the form layout
• Baseline assignment rules example

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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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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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Incident Assignment Group from CI in ServiceNow

By: GlideFast

With Colin Christie

In this article, we will give an example of an Incident Assignment Group from CI in ServiceNow. Let's say we’ve sent an incident to ServiceNow. We will take a look at how our flow will run.

Incident to Reboot a Windows Server

Our new incident just came in, and it's an incident to reboot a Windows server; it has a configuration item populated which is good. We can also see that the assignment group of the incident got set to the Windows Server Support group. Shown here is the support groupset to Windows Server Support on that CI (reference video at 0:40). Here's an example of how our flow was able to pull the support group directly off a CI and set it on an incident. This is a big benefit for anyone who has populated their CMDB and gone a step further to make sure that they have the proper data populated on their CIs to make sure that everything is going to be set up to go to the right support team.

Incident For Database That Has Gone Down

For this example, we'll show another incident coming to ServiceNow for a database that has gone down. We also have a configuration item populated here, and we can see that the assignment group is set to the Database assignment group. Shown here is the support group set to Database on that CI (reference video at 1:50). Now we’ve demonstrated two different support groups going to two different incidents, using the single flow that we've set up. people might think this could be done very easily with assignment rules. This is true; however, assignment rules depend on users opening tickets properly. For example, say the user who opened this ticket accidentally picked hardware as the category. If you have assignment rules that depend on the category being set properly, then the assignment group on an incident like this would highly depend on the category being set properly.

Let’s say that same incident was opened with a category instead of the category. Under different circumstances, that might go to a different assignment group and cause a delay in this incident being addressed; however, since we can utilize the support group directly from the configuration item, we can set the proper assignment group even if the user picks the wrong category for the incident. By utilizing Flow Designer’s low code solutions, we can very easily set up a rule in a few minutes that will help route incidents to the proper teams and get them resolved and addressed more quickly.

Automation Through Flow Designer

Let's see how our flow will handle new incidents that come into ServiceNow. We've just received a new incident for a Windows server that needs to be rebooted. The configuration item was populated, and as we can see in the CMDB, the support group is set to the Windows Server Support team — that's exactly what we can see on the assignment group for the incident. Now let's see what will happen if another kind of incident comes in. we've got a new incident for a database that has gone down, and the configuration item is also populated. Looking in the CMDB, we can see that the support group is populated as the Database support group, and again that's what we see for the assignment group on the incident. This is showing how the same flow can set two different assignment groups on two different incidents by utilizing that dynamic step we have in our flow that is pulling from the support group on the configuration item.

Lastly, let's see if that same incident came in for the Database server, but say the user who submitted accidentally picked the Hardware category. Now if we were relying on the more static type of rules that is parsing category to determine the assignment group, this incident may have been sent to the wrong group, which can slow down the amount of time it will take to resolve the issue. Relying on a well-built CMDB and automation through Flow Designer allows us to handle routing incidents correctly to the proper team and get them resolved more quickly. That's going to help us keep the business running smoothly.

Did you find this Incident Assignment Group from CI article in ServiceNow helpful? Are you ready to start your journey with ServiceNow? If you want to find out more information about GlideFast Consulting and our ServiceNow implementation services, you can reach out to us here .

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Configure assignment group types, table of contents.

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• Updated Feb 1, 2024
• 2 minutes to read
• Washington DC
• User Administration

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 an assignment group from the Incident form, Type can be used to filter groups based on whether they’re typically involved in the Incident management process. Groups such as Network or Help Desk are displayed as they’re typically involved. Groups such as HR or New York are omitted.

The following items are provided in the base system.

• The types catalog , itil , and survey .
• The reference qualifier on [task.assignment_group] filters on [Type] [equals] [null] .
• A reference qualifier named GetGroupFilter is available to filter for group types using Create a dynamic filter option .

Add a group type

You can add additional group types to filter assignment groups for tasks.

Before you begin

About this task

You may need to configure the form to display the Type field. For more information see: Personalize a form

• Navigate to All > User Administration > Groups .
• Select a group record.
• Select the lock icon beside Type .
• Select the lookup icon beside the selection field. The Group Types dialog opens.
• Select New .
• Enter the group type name and description. For example, to define a type for a group as incident and problem , enter: incident,problem . Select Submit .
• (Optional) Add additional group types if needed.
• Select Update .

Assign a group type

You can assign group types to filter assignment groups for tasks.

• Navigate to All > User Administration > Groups and select the desired group.
• Select the lookup icon beside the selection field and select one or more group types. Note: Because the default behavior of task.assignment_group is to filter out groups with group types defined, adding a type to a group filters it out of the Assignment Group field on tasks. To change the behavior, set up the reference qualifier.

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Make Work Notes as Mandatory when Assignment Group is Changed on Incident Form

vinay polisetti