Assign to me
A Service Management user with the appropriate permissions can add Assign to me functionality to Service Request Management and Incident Management. Once added, this allows a user to click one button to make the appropriate changes in the record and assign the record to the user. For example, a user may want to prevent other users from working on the record, and therefore may use the Assign to me functionality. For more information about the effect of using Assign to me functionality, see Effect of Assign to me.
How to add Assign to me functionality
To add Assign to me functionality, the following steps must all be completed:
Add Assign to me as a custom action
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From the , select Administration > Configuration> Records.
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Select Request in the drop-down list at the top of the page.
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Click the Custom actions tab.
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Click
Add to open the Add action dialog box. -
Type or select the following values for the properties:
Property Type/Select Name Assign to me Display name Assign to me URL action://assignToMe
Icon 
Position in record page Show as primary
Position in grid page Show as primary -
Click OK.
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Select Incident in the drop-down list at the top of the page.
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Repeat steps 3-6.
For more information about custom actions, see Custom actions.
Add the required business rules to request records
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From the , select Administration > Configuration > Records.
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Select Request in the drop-down list at the top of the page.
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In the After change process event, add the following "If...Then" Rules:
FIRST
Use the Set multiple fields template.
Parameter Value expression ${current_update.AssignedToPerson.IsChanged && current_update.AssignedToPerson.NewValue!=null && (entity.CurrentAssignment==null || entity.CurrentAssignment=='Unassigned')} field
Value
Owner
${current_update.AssignedToPerson.NewValue}
field
value
Current assignment
Service Desk
Important: After creating the preceding rule, move it to make it the first rule in the After change process event.
SECOND
Use the Set field template.
Parameter Value expression ${current_update.AssignedToPerson.IsChanged && current_update.AssignedToPerson.NewValue!=null && (entity.CurrentAssignment=='ServiceDesk')}
field Owner value ${current_update.AssignedToPerson.NewValue}
Important: After creating the preceding rule, move it to make it the second rule in the After change process event.
THIRD
Use the Set field template.
Parameter Value expression ${current_update.AssignedToPerson.IsChanged && current_update.AssignedToPerson.NewValue!=null && (entity.CurrentAssignment=='ExpertGroup')} field Expert assignee value ${current_update.AssignedToPerson.NewValue} Important: After creating the preceding rule, move it to make it the third rule in the After change process event.
For more information about rules, see How to add a business rule and Action rule examples.
Add the required business rules to incident records
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From the , select Administration > Configuration > Records.
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Select Incident in the drop-down list at the top of the page.
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In the After change process event, add the following "If...Then" Rules:
FIRST
Use the Set multiple fields template.
Parameter Value expression ${current_update.AssignedPerson.IsChanged && current_update.AssignedPerson.NewValue!=null && (entity.CurrentAssignment==null || entity.CurrentAssignment=='Unassigned')} field
Value
Owner
${current_update.AssignedPerson.NewValue}
field
value
Current assignment
Service Desk
Important: After creating the preceding rule, move it to make it the first rule in the After change process event.
SECOND
Use the Set field template.
Parameter Value expression ${current_update.AssignedPerson.IsChanged && current_update.AssignedPerson.NewValue!=null && (entity.CurrentAssignment=='ServiceDesk')}
field Owner value ${current_update.AssignedPerson.NewValue}
Important: After creating the preceding rule, move it to make it the second rule in the After change process event.
THIRD
Use the Set field template.
Parameter Value expression ${current_update.AssignedPerson.IsChanged && current_update.AssignedPerson.NewValue!=null && (entity.CurrentAssignment=='ExpertGroup')} field Expert assignee value ${current_update.AssignedPerson.NewValue} Important: After creating the preceding rule, move it to make it the third rule in the After change process event.
For more information about rules, see How to add a business rule and Action rule examples.
How to use Assign to me
If Assign to me functionality is enabled, a button of that name displays in:
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The list view of requests
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Each request record
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The list view of incidents
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Each incident record
To use Assign to me in a list view:
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Go to the appropriate list view. From the , select Run > Service Request, or Run > Incident > Incidents as appropriate.
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Select the record you want to assign.
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Click Assign to me.
To use Assign to me in a record:
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Go to the appropriate list view. From the , select Run > Service Request, or Run > Incident > Incidents as appropriate.
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Select the record you want to assign.
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Click Details to display the record.
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Click Assign to me.
Effect of Assign to me
Use of Assign to me has the following effects:
In Service Request Management
| Record status | Effect |
|---|---|
| Current assignment = Unassigned |
Current assignment = Service Desk Assignee = Current user Owner = Current user |
| Current assignment = Service Desk |
Current assignment = Service Desk Assignee = Current user Owner = Current user |
| Current assignment = Expert Group |
Current assignment = Expert Group Assignee = Current user Expert assignee = Current user |
In Incident Management
Note To use Assign to me for an incident, the Service desk group field in the selected record must be populated.
| Record status | Effect |
|---|---|
| Current assignment = Unassigned |
Current assignment = Service Desk Assignee = Current user Owner = Current user Assignment group = same as value for Service desk group |
| Current assignment = Service Desk |
Current assignment = Service Desk Assignee = Current user Owner = Current user Assignment group = same as value for Service desk group |
| Current assignment = Expert Group |
Current assignment = Expert Group Assignee = Current user Expert assignee = Current user Assignment group = same as value for Expert group |
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