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• Assignment Group Duration of Incident Excluding OnHold Time in ITOM forum a week ago
• Set Support Group From discovery schedule to CMDB CI field. in ITOM articles 2 weeks ago
• Create report for all Change Requests that have touched or assigned to my list of assignment groups in ITOM forum 03-18-2024
• Notify the group based on Assignment group change in incident. in ITOM forum 03-18-2024
• Remediation tasks when a cloud catalog item fails in ITOM forum 01-15-2024

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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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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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GlideForm (g_form) Cheat Sheet

Glideform (g_form) cheat sheet for servicenow devs, below is a list of commonly used glideform (g_form) client side code that you can come back to daily while writing scripts in servicenow., the examples are grouped by:.

• Field based Methods
• Related List Methods
• Section based methods
• Decoration methods
• HTML based methods

Some good places to use these are:

• Client Scripts
• Catalog Client Scripts
• UI Policies

Field-based Methods:

Related list methods:, section-based methods:, decoration methods:, html-based methods:, action methods:, looking for something else check out our other cheat sheets below.

• User Object Cheat Sheet

GlideRecord Cheat Sheet

• Release / Version Cheat Sheet
• How to find a background script that you lost
• How to add a hyperlink to an addInfoMessage
• CIS - SAM Exam Study Guide

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Change Form View Client Script

S ervice-now allows administrators a lot of flexibility in defining which elements appear on a particular form or list. The set of fields and related lists that appear are collectively defined as a View. One common configuration task is to somehow limit access to a particular view based on a user role or some information on the record being viewed. Instructions for working in some of these scenarios can be found here…

— View Rules — Restricting Form Views by Role

Neither of these methods work if you need to change the view of a form from a client script or a UI action. In order to do that, you can call the ‘switchView’ function as follows…

The table and view parameters should be self explanatory. The ‘type’ parameter is either ‘list’ (to redirect to a list view) or ‘section’ (to change to a form view). Here’s an example client script that shows how you could use ‘switchView’ to change the incident form view to ‘ess’ if the ‘Category’ field changed to a value of ‘hardware’.

Mark Stanger

Date Posted:

July 23, 2010

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25 Comments

I want to change the form view based on the role of user, severity and particular assignment group entered on incident form.

I can not use view rule, as there is no scripting space in view rule to check desired role of user. I want similar functionality as “view rule” where on change of severity, group and based on user role form view should be changed.

I tried to use switchview() method on submit of incidnet form for form section of incident table but observed that it changes the list view and not the existing form view. For all the existing incident records which matches to the conditions I’m not able to see the changed view.

Also, not able to use business rule – incident functions, this BR changes the view for the first time but on change of severity and assignment group it doesn’t change to desired view. Can you please suggest how to change form view based on user role with changes in incident fields?

It sounds like the function is working then, but you’re triggering it at the wrong time. Based on what you’ve explained, It sounds like you should be triggering the script in an ‘onChange’ or ‘onLoad’ client script.

Thanks for your quick response. I have tried to use switchView in an onLoad script. I have created views in global domain and scripts are domain specific. For onLoad, switchView loads the page again and goes into infinite loop and it changes the list view but not the form view. View change should be only to specific incident record for which condition matches and not for all. In view rule, it changes the view only if condition matches for form section and not for the list. Here is the code snippet for onLoad script –

Please let me know if I need to handle this by any other way.

I think you’ll need to check for the view as part of your conditions to prevent the endless loop. Something like this should allow you to detect the view and only switch the view if it needs switching.

Thanks Mark, now I can change the form view based on condition on load of form but it changes the list view as well. I need to change only the form section view for particular incidents where conditions matches. I am passing ‘section’ as parameter to method but it still changes the list view. Can we restrict view change to the form only?

The list view on a redirect will always be the same as the form view you’re coming from. You’ll need to set that view back to the original view in an onSubmit client script (using the ‘switchView’ function) or a business rule (using ‘gs.setRedirect()’). http://wiki.service-now.com/index.php?title=Navig …

switchView method saves the data before changing the view therefore when onLoad script tries to switch view, it calls the onSubmit script where I need to reset the list view to default and that doesn’t change the form view to desired one and changes it to default one. Also, with the business rule tried to create it after update on incident table to redirect it to default list view by passing sysparam_view as blank – gs.setRedirect(‘incident_list.do?sysparm_view= ‘); this doesn’t change the list view.

This seems to work just fine for me in an ‘after’ business rule. Try it out on the Service-now demo site to confirm.

Business rule works only if there is no onLoad script to change the form view. I have onLoad script which changes form view, when I update that record it redirects it to list view but view is not getting set to default. I have tried this on demo as well. Please see client script – force default view and BR – Force default view. In client script I’m setting form view to ess and in business rule I want to set list view to default. Once the list view gets set by switchView method business rule is not able to reset it. Please let me know if there is any other way to set the list view to default view.

I’m not sure what else to tell you. The only other thing I can think of is that your system has this property set under ‘System Properties->System UI’. I noticed that was the case in demo this morning even though I couldn’t find your scripts.

It looks like this property… ‘When a user changes the view used for a list or for a record, continue to use that view for future displays.’…needs to be set to ‘false’ for this to work.

If this doesn’t work, then you may need to ask on the Service-now forums. I’ve been able to get this to work several times without issue and I don’t have any other suggestions to give.

I’ve been working with this today, couldn’t understand why ITIL user wasn’t switching….

Until I checked the various roles in the system, added ‘view_changer’ to my ITIL user and now everything seems peachy…

I have a requirement from a business unit that a form not be visible to certain personnel, unless actually assigned to them. Any way to easily script a rule like this?

You could script it using something like this, but it would probably be pretty clunky. What I would probably do is leave the form alone and set up ACLs so that users couldn’t see the data in the record. It’s probably not the form that people are concerned about, but the information displayed on it.

I can not change the view for an ESS user.

Seems that the system prevents this and allows only default or ess view for an self-service user.

Even when they are coming from different companies and we have domain separation by company.

The behavior you are seeing is caused by the ‘incident functions’ business rule. It forces users with no role to always see the ‘ess’ view for incident records. What you’ll want to do is modify the script in that business rule so that it allows users to see the ‘ess’ view or your new view. Here is a wiki article explaining the details. http://wiki.service-now.com/index.php?title=Restr …

You can either make sure your new view name starts with ‘ess’ or you can modify this portion of the script to allow for both views…

(With a UI Action form button) I’ve tried the following and other variations to switch the view for a project record. The goal to to give the Project User the ability to toggle back and forth between the “project_report” view and the “default” view. It is not yet working.

//switchView('section','pm_project','project_report'); //gs.setRedirectURL("pm_project.do?" + current.sys_id + "&sysparm_view=project_report");

action.setRedirectURL("pm_project.do?sysparm_sys_id=" + current.sys_id + "&sysparm_view=project_report");

I have the requirement to hide the filter on the basis of view for e.g I want to hide filter for every user on the ess view. I wrote a script include i.e: function incidentDisplayFilter() { if (view.startsWith(“ess”)) { answer = false; } else { answer = true; } return answer; }

But my problem is that it’s working fine only for incident if I apply this for any other table it hides the filter for every view.

HI, Is there a way to force the list view like there is for forms by using the View Rules module? Thanks Peter

Not with view rules. View rules are based on the conditions of a specific record, which you can’t determine on a mixed result set in a list. You can force a view in a list view only by using the ‘sysparm_view=’ parameter in the URL that points to that list.

Thank you for the reply. The list view can be specipied from the navigation panel modules, the Homepage filters but the URL is left open to manipulation. Does it mean changing the Script Include: ViewManager, _listSelected function if you want to force a change to a list view ? Say for a particular type of non-roled user, similar to what sys_script_ajax does for HomeScripts, homeGetViewName Thanks Peter

Role-based view rules for entire tables can be accomplished for lists in the system. An example of this is forcing non-roled end users to the ‘ess’ view of the incident table. You can check out the ‘incident functions’ global business rule to see how this is done and apply it to other tables as needed.

Not having script in View Rules is a major oversight in the product, in fact the whole view management is poor IMHO. It works well as long as you want to have one view for every end user and one for ITIL users and nothing else – everything else is a clunky kludge.

Is there anyway to force a view on to a record in a related list? For example, if I’m in a view called ‘test’ for a company record and click on a company a related list, i don’t want to see the ‘test’ view, I want to see ‘default’ view.

Thanks, John

Check out this article. Your mileage may vary depending on the ServiceNow version you’re using but I’ve used this method successfully in the past.

https://servicenowguru.com/scripting/client-scripts-scripting/overriding-servicenow-form-view-inheritance/

That worked. Thanks!

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