How can I find which policy/role/workflow processed a case?

[Haishen]

Hello folks
I'm a newbie for ServiceNow, and I get a request that need re-route a type of cases to new group, I checked the Assignment Rule but it's not happened there, so my question is how could I get the information about which automate processes have applied to a case? like business rules etc.

Thanks for any helpful information

[Tony Chatfield1]

Hi, assuming the value is set after the form is submitted, you should be able to search Flow (or Workflow) Context to see if any Flow or Workflow ran against the task involved then investigate these.
A BR could have the assignment set via 'Set field Values' or via a script and while easy to search script field for sys_id of your group, for 'set Field values' you may need to add this field to list view, filter out the empty records, then check them out individually (or export all the BR's to xml and search in a text editor for the group sys_id).
The group could also potentially be mapped to a sys property, so check sys_properties for 'value' of your group sys_id, then if you have a match search your BR's code for the name of the property.
If group is set before submission (IE in UI) then look at client scripts.

[Haishen]

Thanks for your valuable information, I'll try on out instance with that