Assigning a ticket to the CI owner group

Here's what we're trying to do:

The user fills in a form and selects the appropriate Application Configuration Item (CI). The Application CI has an assigned owner group. Assign responsibility for the ticket to the owner group.

It seems the most straightforward way is to have a workflow use condition and then web service method to assign. How can you do a GET and PUT "ResponsibleGroupID" : "ownerGroupID"? We don't have iPaaS (yet).

Tags workflow configuration-item
Asked by Steve Cade on Mon 5/20/24 3:31 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Mon 5/20/24 4:46 PM

Hello Steve,

I think you would have to have your workflow start by making a GET of the ticket's Assets/CIs. Then reference that GET's response body to obtain the BackingItemID of the CI in array position [0], assuming there will only ever be one CI (no assets) on the ticket, and use that to GET the CI record itself. You refer to the response body of *that* call to pull the OwningGroupID.

Then use that value to set PATCH the ticket's ResponsibleGroupID value.

Mark Sayers
Sr Support Consultant, CS

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