Auto assignment of group from using catalog variable choices

Client-Side Components/Client Scripts/validate Interaction if it is an FCR(First Call Resolution)/readme.md

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+README — Client Script: Validate Interaction Resolution
+📌 Purpose
+This Client Script ensures proper validation when resolving an Interaction record in ServiceNow.
+It prevents a user from marking an Interaction as Closed Complete without proper justification.
+
+🎯 What It Does
+
+When a user attempts to submit the form:
+✔ Allows submission only if:
+Interaction Type is "walkup"
+And Related Task Boolean is true
+
+OR
+✔ If work notes are provided for First Contact Resolution (FCR)
+❌ Prevents submission if:
+State = Closed Complete
+Work Notes are empty
+And no related task condition is met
+
+🧠 Validations Performed
+Field	Condition	Action
+state	closed_complete	Trigger validation
+type	walkup AND u_boolean_no_related_task = true	Submission allowed ✅
+work_notes	Must not be empty	Show error & stop submission ❌
+🔔 User Feedback
+
+If work notes are missing:
+Displays inline field message
+
+Shows popup alert:
+"Provide Worknotes for FCR Interaction"
+
+📍 Script Location
+
+Client Script → Type: onSubmit()
+Applicable to Interaction table (interaction)
+
+📌 Script Code
+//Client Script to validate an Interaction record is resolved with out any related record created.
+function onSubmit() {
+    var relatedTask = g_form.getValue('u_boolean_no_related_task');
+    var state = g_form.getValue('state');
+    var type = g_form.getValue('type');
+    var workNotes = g_form.getValue('work_notes'); // Get the value of work notes
+
+    // Clear previous field messages
+    g_form.clearMessages();
+
+    // Check if state is changing to 'Closed Complete'
+    if (state == 'closed_complete') {
+        // Check additional conditions
+        if (type == 'walkup' && relatedTask == 'true') {
+            return true; // Allow form submission
+        } else if (!workNotes) { // Check if work notes is empty
+            g_form.showFieldMsg('work_notes', 'Provide Worknotes for FCR Interaction', 'error');
+            alert('Provide Worknotes for FCR Interaction');
+            return false; // Prevent form submission
+        }
+    }
+    return true; // Allow form submission for other states
+}
+
+✅ Benefits
+
+Maintains consistent resolution standards
+Ensures justification/documentation for FCR interactions
+Reduces incorrect closure of requests without related actions

Client-Side Components/Client Scripts/validate Interaction if it is an FCR(First Call Resolution)/script.js

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+//Client Script to validate an Interaction record is resolved with out any related record created.
+function onSubmit() {
+    var relatedTask = g_form.getValue('u_boolean_no_related_task');
+    var state = g_form.getValue('state');
+    var type = g_form.getValue('type');
+    var workNotes = g_form.getValue('work_notes'); // Get the value of work notes
+
+    // Clear previous field messages
+    g_form.clearMessages();
+
+    // Check if state is changing to 'Closed Complete'
+    if (state == 'closed_complete') {
+        // Check additional conditions
+        if (type == 'walkup' && relatedTask == 'true') {
+            return true; // Allow form submission
+        } else if (!workNotes) { // Check if work notes is empty
+            g_form.showFieldMsg('work_notes', 'Provide Worknotes for FCR Interaction', 'error');
+			alert('Provide Worknotes for FCR Interaction');
+            return false; // Prevent form submission
+        }
+    }
+    return true; // Allow form submission for other states
+}

Server-Side Components/Business Rules/Auto-assignment based on variable selection in catalog/readme.md

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+📘 README — Auto Assignment by Application Group Variable
+ServiceNow Business Rule — sc_req_item
+✅ Purpose
+
+This Business Rule automatically sets the Assignment Group on a Requested Item (RITM) based on the user’s selection in a catalog variable. It also updates the mapped variable value in the sc_item_option_mtom table to ensure data consistency across catalog records.
+
+🔧 Where This Script Runs
+Item	Details
+Table	sc_req_item
+When	Before Insert / Before Update
+Script Type	Business Rule
+Execution Scope	Server-side
+📌 Prerequisites
+
+For this script to operate correctly:
+
+1️⃣ Catalog Variable exists on the item:
+
+Name → dummy_app_group
+
+Type → Select Box
+
+Possible Values → AppGroup A, AppGroup B, AppGroup C, etc.
+
+2️⃣ Assignment Group sys_ids should be updated to real sys_ids in Production.
+
+3️⃣ The variable that stores reference to the group must be mapped in M2M table:
+
+Name → dummy_group_variable
+
+Type → Reference (sys_user_group)
+
+4️⃣ Assignment Group field must be visible and editable on RITM.
+
+🚀 What the Script Does
+
+✔ Reads catalog variable value selected by requester
+✔ Matches the value and determines corresponding Assignment Group
+✔ Updates RITM field assignment_group
+✔ Updates dummy_group_variable in sc_item_option_mtom table
+✔ Displays info/error messages for debugging and validation
+
+🧩 Example Mapping Used in This Script
+Catalog Variable Value	Assignment Group (Dummy sys_id)
+AppGroup A	11111111111111111111111111111111
+AppGroup B	22222222222222222222222222222222
+AppGroup C	33333333333333333333333333333333
+
+Replace with actual assignment group sys_ids before deployment.
+
+✅ Benefits
+Feature	Advantage
+Automated Group Assignment	Eliminates manual errors & delays
+Consistency in Catalog Variables	Accurate reporting and auditing
+Debug-Friendly Messaging	Quick validation during testing
+🛠️ Deployment Notes
+
+Disable info messages (gs.addInfoMessage) after successful testing
+
+Maintain updates when catalog variable choices expand
+
+Avoid hard-coding by considering future enhancement → mapping object / system properties

Server-Side Components/Business Rules/Auto-assignment based on variable selection in catalog/script.js

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+//Auto-assignment based on application variable selection in catalog
+///*
+//==============================================================================
+// Script: Auto Assignment by Application Group
+// Table: sc_req_item | When: Before Insert/Update
+
+// PREREQUISITES ✅
+// ------------------------------------------------------------------------------
+// 1️⃣ Catalog Variable must exist:
+//     - Name: dummy_app_group (Select Box)
+//     - Values: AppGroup A/B/C etc.
+
+// 2️⃣ Assignment Group sys_ids mapping must be updated with real values in PROD.
+
+// 3️⃣ Variable stored in sc_item_option_mtom for sync:
+ //    - Name: dummy_group_variable (Reference: sys_user_group)
+
+// 4️⃣ Assignment Group field must be present on RITM form.
+
+// Summary: Auto-assign Assignment Group based on selected Application Group + 
+ //update associated variable for data consistency.
+//==============================================================================
+//*/
+
+(function executeRule(current, previous /*null when async*/) {
+    // Retrieve the application group variable
+    var appGroupVar = current.variables.dummy_app_group;
+    var groupSysId = ''; // This will store the dummy sys_id
+
+    // Ensure the variable exists before proceeding
+    if (appGroupVar) {
+        var appGroupValue = appGroupVar.getDisplayValue(); // Get the display value of the variable
+
+        // Match group values and assign dummy group sys_ids
+        if (appGroupValue === 'AppGroup A') {
+            groupSysId = '11111111111111111111111111111111';
+        } else if (appGroupValue === 'AppGroup B') {
+            groupSysId = '22222222222222222222222222222222';
+        } else if (appGroupValue === 'AppGroup C') {
+            groupSysId = '33333333333333333333333333333333';
+        } 
+
+        // Update Assignment Group in the RITM
+        if (groupSysId) {
+            current.assignment_group = groupSysId; // Set dummy sys_id in Assignment Group
+            gs.addInfoMessage('Assignment Group updated to sys_id: ' + groupSysId);
+
+            // Update the group variable on sc_item_option_mtom table
+            var grVars = new GlideRecord('sc_item_option_mtom');
+            grVars.addQuery('request_item', current.sys_id);
+            grVars.addQuery('sc_item_option.item_option_new.name', 'dummy_group_variable');
+            grVars.query();
+            if (grVars.next()) {
+                grVars.value = groupSysId;
+                grVars.update();
+                gs.addInfoMessage('Group variable updated to sys_id: ' + groupSysId);
+            } else {
+                gs.addErrorMessage('Group variable not found for the RITM.');
+            }
+        } else {
+            gs.addErrorMessage('No valid Assignment Group found for: ' + appGroupValue);
+        }
+    } else {
+        gs.addErrorMessage('Application group variable is not set.');
+    }
+})(current, previous);