Configure assignment rules for groups

You can configure group assignment rules so that a record can be automatically assigned to a specific group or a group that handles the associated service, or based on location, department, language, or company. The assignment rules can be configured either by using the Assignment form or by using JavaScript.

Assign to a predefined or fixed group

You can use the Predefined or Fixed assignment rule to enable Service Manager to automatically assign a record to a group.

If you use a predefined assignment rule, you can specify whether the assignment is based on service, location, department, language, or company. You can also add additional query to filter the assignment groups.

For example, in the out-of-box configuration, an assignment rule is configured in the "sd.init.assignment.set" rule set of the Service Desk workflow. Based on the predefined assignment rule, the system assigns the records based service and location, as shown in the following screenshot.

Assign to a group that handles the associated service

In Service Manager, a record is usually associated with a service, so you can usually assign the record to the Config Admin group or the Support Groups of the service.

Service Manager follows the following logic to decide the assignment group:

• If the service has only the Config Admin group, and no Support Groups are set, the Config Admin group of the service is used.
• If the service has both the Config Admin group and the Support Groups, then the assignment depends on the assignment type you specify for the rule:
  • If the assignment type is Automatic - take first, the Config Admin group of the service is used.
  • If the assignment type is Manual - let the user choose, a list that combines the Config Admin group and the Support Groups of the service is shown to the operator for selection.

Use JavaScript to configure assignment rules for groups

In addition to using the configuration forms to configure assignment rules for groups, you have the flexibility to use JavaScript to implement your assignment rules. In JavaScript, you can use the groupValue variable to specify an assignment group or a combination of groups.

In addition, when you assignment rules for groups, you use the Consider Workschedule of Groups check box to specify whether the work schedule is considered or not for the assignment.