Find which assignment rule applied

[Donald Jayawar1]

Our assignement rule function does not behave as expected. Therefore, I need to find out which assignment rule has been applied when I save a case record.

The audit history (History --> List)does not show the assignment rule name.

Please help

Regards, Donald Jayawardena

[Ankur Bawiskar]

Hi,

you won't know which rule gets applied.

you need to debug it one by one.

Regards
Ankur

[vijaykan]

Thank you Ankur.
But, it does not sound like helpful design by ServiceNow for easier troubleshooting.  There should be some level of traceability on which rule/flow (sysid), etc. got applied in making a certain transition on the record (shown in the audit history).

[Donald Jayawar1]

Thanks Ankur. 

We are doing regression test on San Diego version as we are moving to San Diego patch 4 from Rome 7b.

For some of the categories, the Assignment_Group field does not get populated at all. We do not see this behaviour in Rome. According to the way we have built our assignment rules, the Assignment_group has to be populated.

In the record's audit trail (history-->list), I can see old and new values (assignment_groups) as SYS IDs. When the Assignemnt_Group get a null value in a case record, I checked the SYS_ID(new value) in sys_user_group table but could not be found. 

Please let me know how I can troubleshoot?.