ServiceNow ServiceDesk Integration - AssignmentGroups

[rajeshs (Rajesh Kumar)]

Hello

We were able to implement the ServiceNow ServiceDesk Integration successfully. I was able to create the RITMs and the SCTASK. I have added multiple delimited sources in the SDIM

As per the below logic. I am currently setting the Assignment Group based on the source by mapping them with the corresponding sys_ids and it is working as per the expectation.

Assignment Group: 
#set ($groupmap = {
'Test Application 01 [source]':'XXXXXXXXXXXXXXXXXX',
'Test Application 02 [source]':'XXXXXXXXXXXXXXXXXX'})\n 
#foreach( $request in $plan.requests)\n 
${groupmap.get($request.resource)}\n#end

If the number of sources increase in the future I can always update the above VTL to reflect.

But I would like to understand the best approach, so that I can maintain this source and assignment group sys_id mapping even if the list becomes exhaustive and there is any update need to be made.

I was thinking of using the ServiceNow BeforeProvisioning Rule or update planInitializerScript . Will that approach work out?

[Yathish (yathish Ponnana)]

Hi @rajeshs,

Instead of using velocity add “snowAssignmentGroup” and the value as ‘XXXXXXXXXXXXXXXXXX’ under the source connectorAttributes. When the ticket is generated, assignment group will be populated without any requirement of VLT.

This will look something like this when you do get source
“connectorAttributes”: {
“snowAssignmentGroup”:“XXXXXXXXXXXXXXXXXX”
}

[udayputta]

If we update the source with “snowAssignmentGroup” is it not required to update ServiceNow ServiceDesk Integration sections like source, catalog mappings?

[rajeshs (Rajesh Kumar)]

@udayputta

Thank you for your response.

I am already aware that we can pass the value directly and it will work for sure but the question is to have list of sources (say 50 sources) and assignment groups

Source 1 = Assignment groups 1
Source 2 = Assignment groups 2
… and so on

[Yathish (yathish Ponnana)]

So the “snowAssignmentGroup” should be udpated on source directly. Lets say Source 1, Source 2 with Value 1 and Value 2.

Using patch source API call update source1 under connector attributes. Similarly for all the 50 sources.

[Yathish (yathish Ponnana)]

This is only for the assignment group all the other configurations like catalog mappings, SDIM are same.

[rajeshs (Rajesh Kumar)]

Hi @udayputta and @Yathish Thank you so much. Based on the inputs I updated the sys_id in “snowAssignmentGroup” attribute under connector attributes section of the delimited file source but still didn’t see the RITM with the assignment group. Am I missing something here.

Attaching my configurations below

[mcheek (Mark Cheek)]

You have to add assignment_group to the variables on the IdN side to populate

@Yathish what value goes in there if you want to utilize the connector attribute? I like that method a lot and want to try it.

[rajeshs (Rajesh Kumar)]

Hi @mcheek

My SDIM configuration already had the assignment group as per your screenshot.

Assignment Group: 
#set ($groupmap = {
'Test Application 01 [source]':'XXXXXXXXXXXXXXXXXX',
'Test Application 02 [source]':'AAAAAAAAAAAAAAAAAA'})\n 
#foreach( $request in $plan.requests)\n 
${groupmap.get($request.resource)}\n#end

If the number of sources increase in the future I can always update the above VTL to reflect.

But I would like to understand the best approach, so that I can maintain this source and assignment group sys_id mapping even if the list becomes exhaustive and there is any update need to be made.

I was thinking of using the ServiceNow BeforeProvisioning Rule or update planInitializerScript . Will that approach work out?

[Yathish (yathish Ponnana)]

@mcheek , The value highlighted here should be the one

and Assignment group is this: $!request.arguments.assignemnt_group

[Yathish (yathish Ponnana)]

@rajeshs below is the configuration I’m using for my client

1. On the ServiceNow configuration page for Assignment Group
   using - $!request.arguments.assignemnt_group

2. Under the source connecter attribute adding snowAssignmentGroup with value