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How to assign incidents to assignees programmatically

Two questions, we are using SM 9.62,

1) We use HP Propel for creating custom catalog request forms that create interactions in ITSM with related incident records. These incidents are not assigned to assignees, just to an assignment group. Is it possible to get the incident records assigned to an assignee? If so, is that done via a readily available API and if yes, where do I find info for that. 

2) If we wanted to develop our own custom form, would it be possible to use an available API to create an incident in ITSM that is also assigned to an assignee?

Thanks,

Mike 

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Acclaimed Contributor.
Acclaimed Contributor.

Re: How to assign incidents to assignees programmatically

Hi,

Have you looked at the 9.62 documentation on assignment rules, to see if it might offer an option that would work for you?

https://docs.microfocus.com/itom/Service_Manager:9.62/ConfigureAssignmentRules

 

Audrey

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Respected Contributor.
Respected Contributor.

Re: How to assign incidents to assignees programmatically

Hello,

Have you tried setting the assignee field on the workflow phase level "On Enter" whenever the catalog item displays unique data? For example, if the interaction title is always going to display "Catalog Item": 34563", then you can set the assignee based on the title data from the interaction workflow. It doesn't have to be the title, you can set a unique field. There are also other options, but that's a start to test.

 

Joe

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