filter assignment group based on assigned to servicenow

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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Advanced Reference Qualifier Using a Script Include

R eference qualifiers are a powerful tool that every ServiceNow administrator and consultant should have in their tool belt. They allow you to dynamically filter the available options from a reference field. The ServiceNow wiki has some good documentation on this topic so I won’t re-hash that here. What I do want to address is the topic of Advanced Reference Qualifiers…specifically how to leverage a Script Include instead of a global Business Rule to run your qualifier script.

Up until recently, the only way to get Advanced Reference Qualifiers to work was to create a global business rule to run the qualifier script. This works great, but it results in a global script that gets loaded all the time when it really isn’t necessary. While this isn’t something that causes any real problems in practice, it could cause performance issues if used to the extreme. The best practice guidance for advanced reference qualifiers should be to use a Script Include rather than a global Business Rule to run the qualifier script. Using a Script Include means that the script only gets loaded and used when you actually need to use it! In this article I’ll show you how this can be done using a common example of filtering the ‘Assignment group’ to display only groups for the ‘Assigned to’ value.

The first piece is the ‘Reference qual’ field value on the dictionary entry of the reference field (Assignment group in this case). The ‘javascript:’ prefix is the same, but you need to reference your Script Include function instead of the business rule function. In this case, I’m using a Script Include named ‘u_backfillAssignmentGroup’. Since these scripts can potentially interfere with each other, it’s best to prefix any of your custom scripts with ‘u_’ or something similar in order to distinguish them from any that ServiceNow may introduce in the future.

The other piece is obviously the Script Include. Since Script Includes now allow you to use On-Demand functions, your script is identical to the one you would use in a global business rule.

Mark Stanger

Date Posted:

June 21, 2011

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20 Comments

Script Includes can be a single function, too. That would reduce the complexity of this a bit. Tom Dilatush’s blog speaks to it. I use “on-demand” functions all the time for Advanced Reference Qualifiers.

http://community.service-now.com/blog/slightlyloo …

You’re right, that’s much easier! I’ve updated the article above accordingly.

Is it possible that i can dynimically change reference table on a field based on value in the another field? for example, if a table has two columns – A and B. A is of type string. B is of type reference. Can I change reference table on B based on value in A?

You would need to use a completely separate field to do that.

can you use script include in clientscripts?

Yes, there is a checkbox that enables client callable..

found it in the wiki,

Is there a way to use the same script include for client side and server side calls?

I had to make 2 different script inludes to cater each.

I am using a Script Include as a reference qualifier, but it is behaving rather strangely. When I click the magnifying glass, I get the filtered results, if I type ** in the reference field, I get the filtered results, but when I try to type in the value of what I want Firebug reports an error saying “response.responseXML is null”. The reference field filters Business Services related to the company of the caller, I created a m2m table with a related list on both Company as well as Business Services. Any idea why this is happening?

When adding the Tree Picker, is there a way when user pick a member of the group it would be able to populate the Assigned To and Assignment Group in one pick?

No way to do that currently.

Is it possible to put an condition in the attribute field? if the assign_to field is not empty then tree_picker=false.

I don’t believe so.

Can this be used on a Service Catalog variable?

made this a little bit more versatile. you can use it on Service Catalog variables as well. You can call it from any reference field’s advanced qualifier, as you can specify the reference field targettable

Tested it out and works…

Now reviewing setting the default value of the reference field to the first retrieved record, on change of the filtervaluefield

Any feedback is welcome ;-) (as I’m quite rusty in my scripting, and a newbie in Snow)

Thanks for the contribution! Please keep us up-to-date on any modifications or improvements you make.

Hey Mark, thanks for the article I’m trying to do this exact thing – create a Script Includes to use as a reference qualifier and I’m having issues, can you help?

Here is what I have so far:

But I’m still getting the following errors: WARNING at line 9: Missing semicolon.

ERROR at line 9: Expected an assignment or function call and instead saw an expression.

I’m assuming that after I get this script correct I’d just need to create a dynamic or advance reference qualifier on my assignment group field (ie javascript: u_INC_FilterAssignmentOnDisableTrigger)…… am I right?

Hey April. These types of questions are probably better suited to the ServiceNow community site. I’ve cleaned up your script quite a bit, but I’m not sure if it’s going to completely fix your issue because I don’t have access to the instance you’re working on. This script should eliminate the errors you’re seeing (and solve several other issues I noticed). If you have further questions please ask on the ServiceNow community site.

Hi I have a problem: I call a Script Include in the assignmnent_group field of the incidents… but unfortunately I found the same call also in the assignmnent_group of Changes and Problems. How can I fix this problem?

You must create a dictionary entry override for the incident table. In order to do that you need to do the following: Configure the dictionary of assignment_group Go to the Dictionary Overrides related list Click new and specify the table you want to override, in your case the Incident. Check the Override reference qualifier and populate the Reference qualifier field with your script include. Save the record.

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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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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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Create an assignment group

Create an Operational Technology (OT) specific assignment group to assign to OT incident records.

Role required: admin

The Assignment Group field in an OT incident record only shows assignment groups with the type OT. This helps separate Operational Technology (OT) and Information Technology (IT) incidents.

You can create OT-specific assignment groups that you want visible on an OT incident record.

• \n Navigate to All > User Administration > Groups . \n
• \n Select New . \n

• \n Select Submit . \n

Now, the OT-specific assignment group is visible on the incident record.

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How to add multiple users to a assignment group in ServiceNow ?

No plain hardcoded userID scripting but want to do via catalog or flow designer so that selection of users is part of the UI, any idea please

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