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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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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
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  • Condition editor example
  • Data lookup rules
  • Precedence between data lookup, assignment, and business rules
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  • Define assignment rules
  • Configuring the form layout
  • Baseline assignment rules example

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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 .

About GlideFast Consulting

GlideFast is a ServiceNow Elite Partner and professional services firm that provides tailored solutions and professional services for ServiceNow implementations, integrations, managed support services, application development, and training. Reach out to our team here .

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How do I find Assignment Group id and User id in ServiceNow?

A unique 32-character GUID identifies each record in ServiceNow (Globally Unique ID) called a sys_id.

sys_id of a record is important when writing a script, workflow, or other development tasks.

Here are ten different methods to find the sys_id of a record in ServiceNow:

Right-click or hamburger You can right-click the header bar of most forms and find the sys_id.

To get a sys_id from the header bar:

Navigate to the record where you are looking for a sys_id. 

hide assignment group servicenow

To get a sys_id from XML

  • Navigate to the record where you are looking for a sys_id

Right click the header bar and select Show XML. Alternately you can also click the Hamburger > Show XML

hide assignment group servicenow

Since the sys_id of a record is always part of the URL for a link to that record, it is possible to retrieve the sys_id by viewing the URL.

To get the sys_id from XML

Right-click the header bar and select Copy URL. Alternately you can also click the Hamburger > Copy URL

For example, an Incident with the following URL:

https://<instance name>.service-now.com/nav_to.do?uri=incident.do sys_id=23dc968f0a0a3c1900534f399927740e

The sys_id is : 23dc968f0a0a3c1900534f399927740e

  • Add an onload client script to show a sys_id function onLoad() { var incSysid = g_form.getUniqueValue(); alert(incSysid); }

The sys_id value of a record can be found in a business rule (or any other server-side JavaScript)

The sys_id value of a record can be found in a background script. Note: Test in a development instance first!

Login as an admin

Go to System Definition > Scripts - Background

Paste a script similar to this and click Run Script

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By adjusting the url of a record, you can add this URL Parameter to export the sys_id and all fields to CSV

Navigate to the list of records where you want to find the sys_id

Build your filter

Right-click the Filter, and select Copy URL

Paste the URL into a new browser window

Add &CSV&sysparm_default_export_fields=all to the end of the URL

A CSV file with all fields AND the sys_id is exported.

hide assignment group servicenow

Here is a creative way to use the Easy Import Template to export the sys_id data you are looking for.

Right click the header bar and select Import. Alternately you can also click the Hamburger > Import

Do you want to insert or update data? Update

Do you want to create an Excel template to enter data ? True

Include all fields in the template? True or False, your choice

Click Create Excel Template

Click Download

Open the Excel Spreadsheet

Select Page 1

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If you are using the  ServiceNow ODBC Driver  and a reporting tool, you can pull the sys_id field information easily.

hide assignment group servicenow

If you are using the  ServiceNow Rest API , you can also pull sys_ids

hide assignment group servicenow

Check this link (external): https://www.servicenowelite.com/blog/2020/9/29/ten-methods-to-find-sysid?rq=sys_ID

IMAGES

  1. ServiceNow

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  2. How to Create an Incident Report Based on Assignment Group in

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  3. Assignment Group Lookup Tool in ServiceNow

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  4. How to Find the Person Assigned to Your ServiceNow Ticket

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  5. ServiceNow Advanced Reference Qualifier

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  6. How to hide a field/column in the list view?

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VIDEO

  1. PSA Assignment Group 6

  2. ASSIGNMENT GROUP

  3. Assignment Group BCD 1073

  4. PROJECT ASSIGNMENT (GROUP 4)

  5. Individual Assignment_Group Behavior

  6. Finance Assignment

COMMENTS

  1. Hide the inactive group from the assignment group list on ...

    How to hide the inactive group from the assignment group list on the incident form Resolution Assignment group needs to be filtered based on active values. Following are the steps to achieve this: 1. Go

  2. Limit Visibility based on Group(s) : r/servicenow

    This code allows for any member of the assigned to group to view unassigned tickets, AND allows managers for the table to see all records assigned to their group. We created a specific group for "table managers" where we assigned the special role for this to work.

  3. How to restrict a specific group incidents to only its ...

    Skip to page content. Skip to page content

  4. Configure the group type for assignment groups

    Skip to page content. Skip to page content

  5. Preventing Individual Assignment if not part of that Group

    ServiceNow Elite Preventing Individual Assignment if not part of that Group How can you restrict people from using the "Assigned To" field on incidents from assigning incidents directly to people if they are not a member of that group?

  6. ServiceNow Advanced Reference Qualifier

    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 ad...

  7. How to restrict Users to have access only to the incidents ...

    How to restrict Users to have access only to the incidents assigned to their respective Assignment groups Version Any General Information Restrict users via ACLs. Grant read permission to someone if the

  8. ServiceNow Group Best Practices

    5) Don't Hardcode groups. Besides the cloning aspect, in general it's still not a good practice to hard code groups into things like UI actions, ACLs, and yes even flows. For security, you should be coding in Roles, and for routing, you should leverage assignment rules or a reference field on a table.

  9. Retiring/Removing Assignment Group : r/servicenow

    Thank you! If you give that assignment group a "type" it should remove it from there. Could create a "retired" type for those instances. You should look at the reference qualifier for task.assignment_group and see what it's configured to use. The OOB reference qualifier won't exclude inactive groups so you may have to tweak it to filter those ...

  10. The Assignment Group Manager Role

    User management - Assignment group managers can add roles and modules to users, and add and remove users from their assignment group (s). This is done through the ServiceNow request forms on the Service Hub. The Add a new user form is used to add a user to ServiceNow under your organization. Assignment group managers can update the members of ...

  11. 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.

  12. Users and Groups

    Groups are collections of users who need the same permissions and are a shortcut way of assigning roles to users. For example, a System Administrator might create a group. Rather than adding a role individually to each user, System Administrators assign roles to groups. Group members have all of the roles assigned to a group. To see a group ...

  13. Create an assignment rule

    Skip to page content. Skip to page content

  14. Incident Assignment Group from CI

    In this ServiceNow Tutorial, Colin Christie gives an example of Incident Assignment Group from CI in ServiceNow.Define assignment rules to identify the right...

  15. Client Scripting

    A Client Script is JavaScript code which runs on the client, rather than the server. Well-designed Client Scripts can reduce the amount of time it takes to complete a form and improve the user experience. However, improperly implemented Client Scripts can significantly slow down form load times. With the exception of the onCellEdit Client ...

  16. Incident Assignment Group from CI in ServiceNow

    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).

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

    How To Add Users To An Assignment Group In ServiceNow Lui Iacobellis 12.1K subscribers Join Subscribe Subscribed 24 3.3K views 1 year ago CANADA This ServiceNow tutorial will demonstrate...

  18. How to Create Automatic Assignment Group in ServiceNow

    Learn how to create automatic assignment group in ServiceNow, a powerful tool for managing IT services and workflows. This video will show you how to configure the rules and conditions for ...

  19. How do I find Assignment Group id and User id in ServiceNow?

    Here are ten different methods to find the sys_id of a record in ServiceNow: Right-click or hamburger. You can right-click the header bar of most forms and find the sys_id. To get a sys_id from the header bar: Navigate to the record where you are looking for a sys_id. Right-click the header bar and select Copy sys_id.