assignment group in snow

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University of Southampton

How to assign a ticket to another group or tenancy in servicenow, more like this.

How to find the manager of a group in ServiceNow

How to make changes to the membership of a ServiceNow group

Update the manager or dispatchers of a group (ServiceNow)

Chat group manager role: Agent Chat (ServiceNow)

The guidance below explains how to assign an incident ( INC ) or a request ticket ( RITM ) to another team within ServiceNow.

If you have any queries please contact [email protected] .

Table of Contents

Overview of assigning a ticket to another group or tenancy, assigning a ticket to another group within your tenancy, recommendations, instructions, related content.

Incidents (INC) can be reassigned:

• to a different group part of the same tenancy (for example, from "ServiceLine" to "IRT" within the tenancy IT) by using the function "Assignment Group"
• to another team part of a different tenancy (for example, from a team part of the IT tenancy to a team part of HR) by using the function "Transfer to another tenancy".

Requests (RITM) can be reassigned to another team from the same tenancy or part of a different tenancy by using the function "Assignment Group".

Note: If you need to reassign a RITM to the HR team , you will need to change it to an INC and then reassign it by using the function "Transfer to another tenancy"

Back to the top

1. Open the ticket you want to reassign

2. Locate the Assignment group field

In the above example the Assignment group is Incident Response.

3. Delete the existing assignment group and start typing the name of the group you would like to reassign the ticket to

A filtered list of teams will appear.

4. Select the required team, for example Business Applications Support

5. In the Work notes field, enter an explanation for why the ticket is being reassigned to the new team

6. Select Save at the top of the screen

Assigning a ticket to a group in a different tenancy

Before assigning a ticket to a team which is part of a different tenancy, please remember:

• When you transfer an Incident to another tenancy, you will change who can access the record (from the starting tenancy to the new tenancy). This means that neither you or your team will be able to access the ticket unless you add yourself to the watch list
• If the INC contains sensitive information, please consider whether it's appropriate to give visibility to another tenancy before transferring

2. Select the icon Transfer to another tenancy . You can find it close to the field Logged for

3. A new window will appear. From there:

• Open the Logged for  drop-down menu 
• Select the tenancy
• The Assignment group will be populated automatically. Enter the name of the right team if necessary

4. In the Work notes  field, enter an explanation for why the ticket is being reassigned

5. Select OK

Introduction to ServiceNow

Attached files:

• ass-group-1-covered.png
• ass-group-2-covered.png
• MicrosoftTeams-image (16).png
• Pasted image.png

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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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Advanced Reporting in ServiceNow

This blog will help to learn how to create a Data Source and use advanced methods for building reports.

Using the following tools in the report designer, one can consolidate data to create reports that contain exactly what one wants to share with others:

• Report Sources
• Condition Builder
• Dot-Walking
• Related List Conditions
• Drilldown and Dataset

Report Source :

• It is recommended to use a Data Source instead of the table while building a report. Data Source one can create a standard set of conditions for querying a particular table that can be used in other reports.
• A Report source, also known as a Data source can be created by going to the report source module.
• Create a report source for active incidents assigned to the Software assignment group.
• Give the report source a logical name.
• Select the table where the data source can be used for reference.
• Add AND/OR conditions and submit to save it.
• One always need to create reports so that ServiceNow can provide the information needed for making decisions and take required actions.
• This allows reports to communicate multiple types of data for users.
• With the filter icon, additional conditions can be placed that would be built on top of the ones set in a data source created earlier without modifying the original data source.
• The data source and applied conditions remain visible throughout the report creation process so does the condition builder. One can access it at any time.

Condition Builder:

This can be achieved as follows:

• Select table as the source type and select the desirable table (In this case the incident table).
• Run a report and save it as a data source. This leads to a form for saving the report source.
• Again, let’s give it a logical name to make it easily identifiable in a report source list and submit it.
• The new data source is available for use.

Dot-Walking:

• It allows to include report data from fields and related tables.
• In the condition builder, select problem and extend the condition to active as true.
• Now, one can find the list of all active incidents with an active problem attached to them.
• There are number of fields on conditions that call reference related tables to allow expanding the reports at multiple levels. Just look for condition builder icon.
• It will give the option to Dot-Walk, so that one can include data from a related table for that field.

Related List :

• With related-list, connection between different tables for the same report can be made.
• This requires to access to two separate tables. The incident table and a Task SLA table.
• To achieve this, name the report accordingly and then proceed to build a report that will allow to see all active incidents.
• First, create a condition to show all incidents that are currently active and run it.
• Below it, set the Related-list conditions. Select the table to apply these conditions to.
• In this case, it’s going to be ‘Task-SLA’ table and in below condition filter, create the condition to be applied to that particular table for this report.
• Choose ‘Has-breached is true’ and then run it.
• One can see the incidents with the ‘breached-SLA’.
• The report here contains data from two separate tables.

Drilldowns and Datasets :

Drilldown adds value to reports, providing additional visualization to divide the data into subgroup while dataset can be used to view multiple tables and the same visualization.  One can create a drilldown mostly on existing reports that they have permissions to add. Drilldowns : For this walk through, let’s use the incident priority report.Go to the Report Application->view/run->search-> incident priority and locate it. Note : Simple report is already created with priority of incident.

• The ‘Source Type’ and ‘Data Source’ filled values get added by default to the corresponding values and the reports that one is adding a drilldown to. These can’t be changed when adding a drill down.
• The report visualization in the drilldown can be different than that of the top level report. The choice of the report should reflect the information shared. So here, if one select a horizontal bar and group a report, then it aggregates the records to provide a high level summary of data. In this case, by assignment group, one can achieve it.

• Further, the bar chart segment displays the summary of the underlying data and clicking any bar displays the drill down data.
• If one wants to add a Dataset to the report, they can open the report structure and click on the ‘add Dataset’ option.
• This will bring back the user to the guided workflow where user can name the Dataset.
• Select ‘Open’ problem for the data source.

• Let’s set the group by priority and click next. Save it and the high level report is displayed.
• Make the report easier to read by using one color with the option style .
• Click the report structure icon to view the current report structure and add new drilldown and datasets.
• Now, updated records are ready to share.

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Issue populating assignment_group in servicenow via REST API

I am trying to create Servicenow incident ticket using REST API. Here is the link and body: https://<mydomain>.service-now.com/api/now/table/incident and body:

Incident ticket is getting created with all fields populated as requested except assignment_group and description fields. I know these are reference fields. I tried all combination but information is not getting populated for these two fields. Any one has any suggestions? I tried for assignment_group the sys_id value also like "assignment_group":"4ikilo9f1bb43740ddfa315bcd4kmj89" and "assignment_group":{"sys_id":"4ikilo9f1bb43740ddfa315bcd4kmj89"} etc.

• Is it possible you have a business rule unsetting assignment group on insert or update? –  Jace Commented Jan 2, 2020 at 15:43
• Thank you Jace for your comment. No, there is no business rule that is unsetting. I can go and create a ticket and it would create with assigned group but not through API. –  Mark W Commented Jan 3, 2020 at 20:37
• Do you perhaps have write ACLs on those fields which might be preventing your REST API user from writing to them? –  blendenzo Commented Jan 3, 2020 at 22:00
• "assignment_group":"4ikilo9f1bb43740ddfa315bcd4kmj89" should work. Try doing this on a PDI. –  Jace Commented Jan 6, 2020 at 15:12
• Jace, i tried as you suggested. Same result. Ticket got created but with no assigned group info. @blendenzo: Can service now has ACL at field level? Like I have mentioned, I was able to create ticket using API but not these two fields. Not sure if Servicenow can restrict update access at field level? If so, why do they do that way? I will double check with my security group on that. –  Mark W Commented Jan 6, 2020 at 21:28

pass the id of the assignment group within the API call than directly giving the name of the group, this worked for me :)

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