ServiceNow Assignee restricted to Assignment group

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?


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)