Computer's Assigned To being assigned to another user upon Request submission

[Luiz Lucena]

Hi everyone, 
Hopefully this is the right place, because I'm wondering what kind of sorcery is messing up here.

We have a customized catalog item for Software Requests and was working find before Utah, for example, we have the fields below:

Caller (requested_for)
Affected User (u_requested_by)

Software name

Computer name

The computer name comes from Intune and stores the information on the CMDB_CI_Computer table, the assigned to field in the computer record is populate during the import job and the information also comes from Microsoft Intune.

If I'm requesting a software for myself, no issues, I select the software, computer name and submit. But if I'm requesting a software on behalf of someone else and select their computer, after submission their computer is associated to my name in the cmdb_ci_computer table or alm_hardware table.

Our PRD instance still on San Diego and is working as expected. Our lower environment is misbehaving like that after upgrade to Utah. 
Already checked business rules, client scripts, UI actions, etc, nothing that could give us a clue what may be causing that issue and will be a big headache if PRD acts the same way.

Not sure if there is anyone with similar behavior due the customization, but if anyone had any clue what else should I be looking, would be really helpful.

Thanks,

[bammar]

I would check the workflow.  But lets suppose you had to patch this as part of the upgrade- becuase UTAH will be imposed eventually it may have to patched to work if the root cause cant be discovered in time. Also do other requests in UTAH have issues- maybe there is another request that someone can request on behalf of someone else that might have the issue...

Another thing that comes to mind...... do the users have multiple computers or just one? if they have just one perhaps you dont have to have the user fill out the field for computer. at all..?  

Maybe you just ask who needs the Software- then let the person fill in their name or someone elses..... (and even if you fill in on behalf of someone else- the created by/opened by will be the original person filling out the form automatically)- So this cat item can go down to 2 fields - Who needs Software and Name of Software. maye that will help it stand test of time.  

One last thing to check is check the table where computers are helpd and perhaps make a business rule that can help to restrict when assigned to can be changed.... then unexpected actions can change this value.  Hope that helps but im sure you checked alot of this already. 

[Luiz Lucena]

Thanks Bammar, 
Yes, indeed we have spent the last two days reviewing and checking a lot of things. 
We found that part of the issue was caused by an OOTB Business Rule "Assign from Stock" from 2006 early releases of ServiceNow.

That thing alone won't be an issue if some of our workflows didn't have these lines at the RITM level:

current.configuration_item = current.variables.computer;
current.cmdb_ci = current.variables.computer;

They should be passing the CI to the SCTASK level. We are going to run some tests and I'll update here if that was solved.

EDIT: Just confirmed, commenting the lines above, which were passing the computer names into the CI field in the RITM, were not needed! After that, no issues!

Thanks,