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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How to get all users from assignment group in service now?While creating an INCIDENT i need to assign a User from the particular group
enter image description here
I dont know how did i get the assigned to as a sysId in the response. Please help me to know how do i find all the users of a particular group.?
- servicenow-rest-api
- community-server
As you can see in your image the information for the groups is stored in table sys_user_group. The information which users are assigned to which group is stored in table sys_user_grmember. So the REST query could be a GET to this URL:
https://YOURINSTANCE.com/api/now/table/sys_user_grmember?sysparm_query=group%3DSYSIDOFUSERGROUP
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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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COMMENTS
There are out of the box metrics which calculate assignment duration on a per user and per group basis. There is also a 'reassignment_count' field on the Incident tale (integer). Add the 'Metrics' related list to your Incident form. You can report on the 'metric_instance' table. Cheers!
How to generate report in servicenow to display list of all ticket (regardless of ticket type and current status & current assigned group) WHICH are assigned to my group/team member OR in other words, listing of all ticket on which my team member worked regardless of current assigned to or state. I want to see all incidents opened last month ...
Report for My Team for reassignments. ServiceNow recently replaced Remedy at a large decentralized organization. Many groups have their own IT assignment groups so tickets are passed to different assignment groups. Lots of requests for reports that include tickets that passed through "my" assignment group. Filtering the log we can easily see ...
Skip to page contentSkip to chat. Calculate the duration of an incident based on the Assignment Group. Most of the cases, the incident will be traversed to multiple teams for resolution. In such cases, if we want to calculate the duration.
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In the case of the 'My Groups Work' module under the 'Service Desk' application there is a function called 'getMyGroups' that is used to identify task records where the assignment group value is one of the groups for which the current user is a member. The 'getMyGroups' function simply returns an array of group sys_id values for ...
The requirement is to auto-populate the "Assignment Group" field present on the 'sc_req_item" table
Subreddit for ServiceNow users, admins, devs, platform owners, CTOs and everything in between. ... In addition to this, there is a free plugin called SLA Breakdown which can give you assignment group and assigned to metrics based on an SLA. You can easily report on the length of time via an SLA that it was with a team or user, and can see at ...
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.
You could find the incidents using a script with a combination of history sets and the reassignment count on the INC. You'd need to, for every incident not currently assigned to your group that has a reassignment count >= 1, walk backward in the history set one update at a time until it's no longer possible, and at each step check if the assignment group matches your group.
As you can see in your image the information for the groups is stored in table sys_user_group. The information which users are assigned to which group is stored in table sys_user_grmember. So the REST query could be a GET to this URL:
Assignment group of record - Support and Troubleshooting - Now Support Portal. Loading... Skip to page contentSkip to chat. Skip to page contentSkip to chat. The assignment group change on the change of the group membership of the user assigned to the record.
We created a custom field on the user table called "default assignment group" and set the user's primary group there. Then we created a client script and I believe a related GlideAjax to update the assignment group whenever the assigned to changes. The assignment group on the ticket can be updated after that, but it will always default to the ...
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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.
Create an assignment group - Product Documentation: Utah - Now Support Portal.
Some of it will come down to how you're configuring your groups, but I'd start with: Target table: sys_user_group. Conditions: Active is true, Type contains Assignment. 10. Reply. scarng. • 2 yr. ago. Navigator -> sys_user-group.LIST then you can filter and export. 5.
Preconditions: SLA breakdown plugin should be enabled SLA Definition should be mapped to a SLA breakdown definition Retroactive start should be enabled on SLA definition 1. Create new incident 2. Set caller
The assigned to field is dependent on the assignment group. On the incident table the assigned to clears when the assignment group changes but this does not happen on other tables like sc_task. Skip to page content Skip to chat. Assigned to not clearing when Assignment group changes on Catalog Task - Support and Troubleshooting ...