ServiceNow Assignee restricted to Assignment group

General Questions
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1

Originally asked by Jose Lobo on 24 September 2021 (original question)

What are good practices when syncing:

  • Jira assignee to ServiceNow task “assigned to”
  • AND ServiceNow Task assignee can’t be assigned because he isn’t within the Servicenow Assigment Group

Any ideas?

2

Answer by Jose Lobo on 24 September 2021

There are 3 potential approaches:

  1. Set default user
  2. Add mapping to incoming scripts in ServiceNow: If incoming assignee is not within assignment group > reassign assignment group (Based on mapping)
  3. Dynamic look up: Look for incoming user > choose an appropriate user in ServiceNow and its assignment group. (This is the most complex scenario)