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Define assignment rules
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The instance can automatically assign a task to a user or group based on pre-defined conditions by using data lookup rules and assignment rules.
Last updated: August 4, 2022
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Handling Assignment Rules in ServiceNow
In ServiceNow, if one is looking for automatic assignments then he can rely on the instance’s ability to assign the tasks automatically to different users and groups depending on the specified conditions. In order to achieve this, ServiceNow has the following modules:
- Assignment Lookup Rules
- Assignment Rules
Assignment Lookup Rules:
This module appears under the ‘System Policy application’ menu. This table is basically generated out of the box as its definition is provided in the ‘Data Lookup Definition’ table in the instance, specifically for field assignments in the incident table. Assignment lookup rules mainly provide the functionality of changing any field value and not just the assignment fields.
This module appears under the ‘System Policy application’ menu. It helps to automatically assign the tasks to a particular user or a particular group using the assigned_to and assignment_group fields respectively, depending on the specified set of conditions. One can define these assignment rules readily for their desired table.
Following are the steps for defining the assignment rule:
- Navigate to System Policy -> Assignment -> New
- From the above figure, one can see that the dot-walking can also be done in the condition builder field. Just select the ‘Show Related Fields’ option in the condition and then select the appropriate attribute.
- Further, in the ‘Assign To’ tab, select the appropriate user and group to whom the task is to be assigned.
If two assignment rules conflict, then the assignment rule with the lowest execution order runs first. The lower the execution order, the higher is the precedence.
Distinguishing Factors between the Data Lookup Rules and Assignment Rules:
Precedence among the assignment rule and business rule:.
In certain circumstances, the business rules gain precedence over the assignment rules.
The business rules and assignments rules run in the following order:
- All the ‘before record insert’ business rules having order less than 1000.
- First and foremost, assignment rule with lowest execution order and matching condition.
- All the ‘before record insert’ business rules having order more than 1000.
- All the ‘after record insert’ business rules.
We are pretty sure that this blog must have given an overview of dealing with Assignment Rules in ServiceNow.
Any comments\suggestions are most welcome. We have posted further blogs as well on other topics and will frequently come back with something innovative.
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Setting the Assignment group with Assignment Rules
Assignment Rules are a simpler alternative to Data Lookup. While Data Lookup is very powerful, allowing you to set any field, it does involve a quite a bit of configuration, including creating a new table.
In contrast, an Assignment Rule uses the simpler condition builder to specify when it should run. If it matches, then it'll either populate the Assigned to and Assignment group fields with a hardcoded value, or you can use a script. We have got the group we want to use in a property, so this option is perfect. Follow these steps:
- Name : Assign to External Team
- Table : Maintenance [x_hotel_maintenance] ...
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Add users to Proactive Service Experience Workflows assignment groups
Add users to Proactive Service Experience Workflows assignment groups so\n that they have the necessary role and can be assigned to resolve network-initiated issues at\n the appropriate escalation level.
Role required: admin
- \n Navigate to All > User Administration > Groups . \n
- Network Coordinators
- L1 Network Engineering
- L2 Network Engineering
- L3 Network Engineering
- \n In the Group Members related list, click Edit . \n
- \n Select one or more names in the Collection list. \n
- \n Click Add . \n
- \n Click Save . \n
Assignment rule lookup.
By Mark Stanger | 2018-07-09T15:00:11-05:00 April 19th, 2010 | Categories: System Definition | Tags: Assignment rules , Incident management , Problem management |
Assignment rules allow you to specify conditions for which a particular assignment group and/or assigned to person should be assigned to work on a particular task. Assignment rules work fine, but as I’ve worked with clients I’ve come across some common scenarios that can’t be solved with the out-of-box setup. The primary issue with assignment rules [...]
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SAP Work Zone and ServiceNow real-time integration with SAP Advanced Event Mesh
Summary. In this article, I will explain how to get real-time notifications from ServiceNow in SAP Work Zone using SAP Advanced Event Mesh
You do know that light travels at around 300m/s. But did you know, that electricity travels at 90% of light speed?
Wouldn’t it be really cool if we could reach that same kind of speed when our IT systems communicate with us? The only exchange electricity after all 🙂
It is actually easier than you think!
At the end of this hands-on, we will have SAP Work Zone displaying an alert in real-time whenever an incident is created in ServiceNow.
To achieve this, we will build a simple event-driven architecture using non-SAP and SAP software.
The example is using a digital workspace system (SAP Work Zone) onto which an event is published in real-time.
This event will come from a non-SAP customer interaction system (ServiceNow).
We will also use a system in the middle, responsible for sending and receiving events from/to other systems (SAP Advanced Event Mesh). This is a best practice because we want the systems to remain completely independent of each other, adding real-time communication, simplifying maintenance and enhancing modularity in the IT landscape.
To successfully implement this little use case, you should be acquainted with the usage of SAP Business Technology Platform services (see below), have basic knowledge of programming and some understanding of cloud architectures.
If you are completely new to SAP Work Zone UI Integration Cards, you could start with a simpler hands-on as described here .
You should also have admin access to the software components listed below.
Also, you should have enabled the direct deployment from SAP Business Application Studio to SAP Work Zone. This should be available per default through the booster but in case something does not work anymore, check out Jen Kristen’s blog . You can also transport your UI Card manually but this is not in the scope of this Blog.
Required Software Components
In order to implement the following, you should have access to:
- SAP Business Application Studio
- SAP Work Zone ( Success Factors or Build Edition)
- SAP Integration Suite, Advanced Event Mesh
In this blog, we will go through multiple steps.
- Create and configure a queue in SAP Advanced Event Mesh
- Configure ServiceNow to send information about a new ticket
- Configure the UI Integration Card in SAP Business Application Studio
- Deploy the UI Integration Card in SAP Work Zone
1- Queue configuration
Create and configure the queue.
In SAP Advanced Event Mesh (SAP AEM) go to the Event Broker Service that should be configured.
Click on “ Queues “.
Create a new Queue and give it a meaningful name. In my case I chose “CANewIncidents”.
Leave all the parameters per default: we can still change them later if needed.
Now that our queue is in place, lets add a subscription to it: in that way, the queue will only receive events with a specific topic . This is not mandatory but recommended when you want to go for a pub-sub model instead of point-to-point.
Click on the queue you have just created and select “ Subscriptions ” at the top of the screen.
Now click on “ + Subscriptions ” to add a subscription.
Type in the following topic: “ new/ServiceNow/> ”
Basically messages starting with “new/ServiceNow” as topic will go into this CANewIncidents queue.
Later, we could add more subscriptions like “new/SAPCustomerExperience/>” so that both tickets from Service Now and SAP Customer Experience end up in this “New Incidents” queue.
To learn more about topic best practices, you can read the documentation .
SAP AEM connection information
Now that the queue is configured, we need to store its connection details to use them later.
Go back to your Event Broker Service screen and click on Connect at the top of the screen.
Open the Solace Web Messaging area by clicking on the text.
Copy Username , Password, Message VPN and Public Internet fields (using the convenient little icon on the right) and save them in a text editor of your choice.
From the Public Internet field, keep only the host name (ie. without protocol and port: mr-connection-XYZ.messaging.solace.cloud).
2- ServiceNow configuration
Configure the business rule.
Let’s now configure ServiceNow in order to make a REST API call towards SAP Advanced Event Mesh.
Open your ServiceNow environment and navigate to the Business Rules section.
The easiest was to do that (in case it is not in your favorites), is to use the search feature in the All menu.
Click on New. The UI may take a while to load, just be patient.
Enter the details as follows:
- Name : Incident Created
- Table : Incident [incident]
- Advanced : checked
In the When to run section, check the Insert radio button.
Click on the Advanced tab at the bottom.
This is where we will insert the code that will make the call to SAP AEM.
In the Script field, enter the following code.
Replace the connection data variables with the ones you copied previously.
NB: Note that this code is really simple and does not cover error catching, UI messages, etc.. This would be needed in production.
Also, the code above is using sample fields from ServiceNow’s data structure, generates a JSON body from it and sends it all to SAP AEM. You can modify the data structure as you please, but keep in mind that this is also the data that your UI Card is expecting. Without going into the details, it is a good idea to define a canonical data structure for events and enforce that structure at the publisher or consumer level – or using SAP Integration Suite Cloud Integration as data massage service.
Click on Submit to save the business rule.
It may be a good idea to add this particular business rule as a favorite so you can come back to it quickly. To do so, click on the breadcrumb menu “ All ” at the top left of your screen, then order the business rules by “ Updated ” and click on the incident at the top (the one you just created).
Now add that specific Business Rule to your favorites by clicking on the star at the top. Don’t forget to click Done .
Test the business rule
In order to see if the business rule is fired, ie. if SAP AEM gets an event, let’s create a new incident in ServiceNow.
Before you do so, open your SAP AEM Event Broker Queues menu in another window.
Now go back to ServiceNow and search for “ incident ” in the All menu.
You will finde the “Create new incident” form, which you can add to your favorites too.
Fill-in the required fields and click Submit .
Switch back to SAP AEM and see that a message has been created.
3- UI Integration Card configuration
Now that ServiceNow is publishing events to SAP Advanced Event Mesh, these events can be consumed by any system.
NB: Please note, that we also could have picked SAP SuccessFactors – or any other system that provides hooks or triggers – instead of ServiceNow. If you are interested in the SAP SuccessFactors implementation, check out this awesome blog here:
Configure the UI
Lets come back to our use case, where SAP Work Zone shall display new incidents.
We will now create an UI Integration Card in SAP Business Application Studio (SAP BAS) that will open a live connection to SAP AEM, listening for new events. Once an event is available in SAP AEM, a notification will pop-up in real-time in SAP Work Zone.
This is very different from regular polling like making an API Call every minute or so. First of all it is much more efficient in terms of resources and secondly, this is in real-time.
Now open your SAP Business Application Studio.
Make sure to have your dev space enabled with the Development Tools for SAP Build Work Zone extension as described in the Developer’s Tutorial . Basically you stop your dev space, add the extension and start it again.
Create a new project from template , click UI Integration Card and Start .
Fill-in the details of your UI Integration Card, for instance as follows:
Project Name: RealTimeIncidents Namespace : sap Card Sample : Empty Card Title : Real-time incidents Subtitle : Get real-time notifications for new incidents
Click Finish .
A skeleton of your UI Integration Card has been generated and we will adapt it to our needs.
Click on the manifest.json file to display its content on the right. This file basically configures the structure and behavior of your UI Card.
You can preview the card at anytime by right-clicking on manifest.json and choosing UI Integration Card: Preview .
In our case, the structure of the card will be really simple: a title, subtitle and placeholder for new incidents.
To do so, replace the sap.card section with the following:
Note 2 important things:
- extension : this indicates that the UI Card will use an extension used to run some code
- content : is where the information from the incident will be added if an event is available in SAP AEM.
Also, change the logo of the UI Card itself by modifying the sap.ui section icon to be “message-popup”.
Add the code
Now it’s time to create the code needed for by extension.
Right-click on your project name and select New File . Type in “ IncidentsExtension.js” .
Click on the file you have just created. On the right appears a blank space for the code that is associated to the UI Integration Card. We will copy the code in the next minutes.
The code is pretty complete because it covers many aspects of a nicely working UI Integration Card:
- initializing the connection to SAP AEM
- listening to the events with a specific SAP AEM topic
- managing disconnections to SAP AEM
- getting event details
- formatting the event information as well as the UI Integration Card interface
Copy and paste the following in the IncidentsExtension.js file:
2 aspects need to be adapted in the code above:
- serviceNowURL should contain the host name of your ServiceNow instance. You can get this from any ServiceNow screen, from the address bar of your browser.
NB : I put all the connection variables in the code but you could also parametrize it in the manifest.json as explained here .
Also, you may have noticed that we are using a specific library from SAP AEM (based on the Solace Partner Solution). This library is referenced through the following annotation at the beginning of the code:
That means that we need to upload that library into our project.
After filling-in your details, you can download the library.
Unzip everything you downloaded.
In SAP BAS right-click on your project name and select New Folder and type “ libs “.
Right-click on libs and select upload .
Browse to the unzipped file structure and select lib/solclient.js .
Your project structure now looks like this:
Test the UI Integration card
Although you can test your UI Integration Card directly from SAP BAS, you may also want to test it in situ .
If you just want to make a quick check in SAP BAS, right-click on the manifest.json file and select UI Integration Card: Preview .
In order to test the UI Integration Card in SAP Work Zone, we will now deploy it.
Right-click on the manifest.json file and select UI Integration Card: Deploy to SAP Build Workzone . Click on Continue.
This will work only if:
- you have configured SAP BAS and SAP BTP as needed
- you have not yet deployed the same version of the UI Card. If so, you need to change the version of your card in SAP BAS, or delete it from SAP Work Zone.
Now log in to SAP Work Zone .
Click on your name (top-right corner), select Administration Console , go to UI Integration/Cards and search for “ real… “. Your UI Integration Card should appear in the list. You need to enable the card so it can be used.
Wherever you want to add the UI Card, click on Add Widget , then on Cards and search for “real… “. Click on the “ Real-time incidents ” card.
Click on the Publish button at the top and you can test.
Simply create a new ticket in ServiceNow, and if you don’t blink, you will see the new incident pop-up in Work Zone!
As you may have noticed from the code, you can play around with the urgency and impact of the ServiceNow ticket, that will change the appearance of the UI Card List Item.
Also, you can click on the list item, which will take you to the actual ServiceNow incident.
Congratulations! Yes, it may have taken you a while to implement – but look at the result: you have successfully implemented your first fully operational event-driven architecture, allowing for real-time communication, strong decoupling and increasing IT agility.
Now it’s up to you and your company to embrace that new pattern, to provide seamless communication and eventually business excellence!
very cool and informative Blog! Thanks Sven.
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Israel and Palestine: a complete guide to the crisis
A compendium of answers about the roots of the conflict, what is happening now and some of the parties involved
Occupied territories, two-state solution, apartheid, peace process, proscribed terrorist organisations, the Nakba, proxy militias, disproportionate force. The decades-long crisis in Israel and Palestine has gripped the world but it has a tangled history that can feel overwhelming – and terminology that many find confusing.
Below are Guardian explainer articles that aim to answer the deeper questions and give historical context, as well as provide some simple definitions.
What are the roots of the Israel-Palestine conflict?
Newcomers should start here: a short history of the dispute in the Holy Land that the world has repeatedly failed to address. Read the full article
What has happened and what led to the current war?
Leaving history behind, this explainer was written the day after the 7 October Hamas attack on Israeli communities just outside the Gaza frontier. Information was still emerging but it was clear that militants were deliberately killing civilians as well as Israeli soldiers during the onslaught. The assault left 1,400 people dead, the majority of them civilians, according to officials in Israel. In one attack on a music festival , 260 people were killed. Read the full article
Who are the hostages taken by Hamas from southern Israel?
More than 240 hostages were taken to Gaza by militants. The vast majority of those remain captive, although several have been freed under secret deals and at least one Israeli soldier was rescued in an “operation”. The breakdown of civilians and military hostages is not clear.
For a full breakdown of what happened in the first week of the war, read this piece: Seven days of terror that shook the world and changed the Middle East Read the full article
Crisis in Gaza: why food, water and power are running out
In retaliation, Israel has launched a war in Gaza, imposing a “complete siege” on the territory of 2.3 million people. In its war intended to “destroy” Hamas, Israel’s military has conducted hundreds of strikes on residential areas, killing whole families, while also working alongside Egypt to block people from leaving. Israeli strikes have killed more than 8,500 Palestinians, nearly half of them children, according to the health ministry in Gaza. Read the full article
What is the Rafah crossing and who can now use it?
Israel’s siege of Gaza includes closing all crossings but Egypt also shares a border with the territory. Egypt has a number of reasons for tightly controlling its border with Gaza, not least because it has a peace treaty with Israel, and it also does not want Palestinians to enter in large numbers. However, some injured Palestinians and international aid workers have been allowed to leave Gaza. Read the full article
What are Israel’s aims in launching Gaza ground invasion?
After two weeks of bombing, Israel launched its ground invasion. The urban warfare operation is likely to be lengthy and fraught with danger for its military and for Palestinian civilians. The operation’s specific goals remain uncertain. Read the full article
What is Hamas, the militant group that rules Gaza?
Several militant groups operate in Gaza, chief among them Hamas, an armed Islamist group that has ruled inside the blockaded territory since 2007. Read the full article
What is Palestinian Islamic Jihad and what is its relationship with Hamas?
The second largest armed group in Gaza, which sometimes works with Hamas, is the Islamic Jihad Movement in Palestine. It is considered one of the most extreme and uncompromising Palestinian armed factions. Read the full article
How Iran uses proxy forces across the region to strike Israel and US
Hamas and Palestinian Islamic Jihad are considered to be Iranian proxies – groups that receive support from and are influenced by Iran, the arch-enemy of Israel. Read the full article
What is Hezbollah and how will it influence the Israel-Hamas war ?
Hezbollah, the Lebanese political and militant group, is Iran’s most prominent proxy movement. The group grew in influence during the Israeli occupation of Lebanon and is now a major political force. Many fear the hatred born out of the Gaza war will push Hezbollah and Israel to enter a new war. Read the full article
‘From the river to the sea’: where does the slogan come from and what does it mean?
The slogan is used by Palestinians and Israelis and is open to an array of interpretations, from the genocidal to the democratic. Read the full article
Have war crimes been committed in Israel and Gaza and what international laws apply?
A United Nations independent commission of inquiry has said “there is already clear evidence” that war crimes may have been committed by Hamas and the Israeli military. Read the full article
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