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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

Handling Assignment Rules in ServiceNow

  • 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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how to create assignment rule in servicenow

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You Can Know How @ SNowHow

  • Beginner Series
  • Intermediate Series

Beginner Series – Assignment Rules

how to create assignment rule in servicenow

Take a look at our video to know how to create a simple assignment rule within the ServiceNow platform.

ServiceNow’s assignment rules allow you to configure an automated mechanism to set a value for a task records Assignment group and/or Assigned to field when a set of conditions are met. Note that there are a few other conditions that need to occur for the assignment rule to run:

  • The record cannot have the Assignment Group or Assigned To field populated. Assignment rules will not overwrite an existing assignment of a record.
  • The assignment rules run on creation or update of a record.
  • Assignment rules are ordered, where the lowest ordered assignment rule runs first. The first rule that matches the condition and table will trigger and the others are ignored. If there are rules that have matching conditions, the lowest ordered rule wins. Make sure to always keep in mind the order!

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how to create assignment rule in servicenow

COMMENTS

  1. Create an assignment rule

    Skip to page content. Skip to page content

  2. Product Documentation

    The Assignment rules module allows you to automatically set a value in the assigned_to and assignment_group fields when a set of conditions occurs. Condition editor example. In this example, the assignment rule uses a condition statement to automatically assign any incident opened in the Network category to the system administrator in the ...

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    Routing and assigning customer service cases - Product Documentation: Tokyo - Now Support Portal. Loading... The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents. Create one or more.

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  7. Handling Assignment Rules in ServiceNow

    Following are the steps for defining the assignment rule: Navigate to System Policy -> Assignment -> New. Fill in the appropriate details. The below figure is for reference: 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 ...

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  9. Setting the Assignment group with Assignment Rules

    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: Navigate to System Policy > Rules > Assignment, and click on New. Use the following values, and Save.

  10. Beginner Series

    Take a look at our video to know how to create a simple assignment rule within the ServiceNow platform. ServiceNow's assignment rules allow you to configure an automated mechanism to set a value for a task records Assignment group and/or Assigned to field when a set of conditions are met.

  11. Scripted Assignment Rules In Vulnerability Response

    1. Navigate to Vulnerability Response > Administration > Assignment rules 2. Open the rule > Click into the 'Assignment Options' dropdown > Select script * The Assignment Rules that use the scripted assignment uses "current". So be sure to explicitly set the assigned_to and assignment_group values through the script section accordingly, as ...

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  14. Auto-assign assignment groups

    Yes, we accomplished this by creating a relationship between the Location and the Group. Add a new reference field on the location record referencing the Assignment Groups. Once the Group is associated to the Location, then there was a simple Assignment rule with this code: Table: Catalog Task (sc_task) Condition: Assignment is [blank]

  15. Business Rules

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