Unable to add sn_customerservice_agent role to assignment group

[Codi]

Hi Guys,

I currently adding a role sn_customerservice_agent to an assignment group but when I save it, it will not attach/add to the group. Is there documentation or information to fix the issue?

Thank you in Advance

[Ankur Bawiskar]

@Codi 

it should get added. Sometimes it takes time as there is a backend job which does this for you

Did you clear instance cache using cache.do and then logout and login again?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Chaitanya ILCR]

Hi @Codi ,

please share more details ?

did you see any error?

when you assign a role it runs a job in the background and assigns role to the group and to the users in the group inherit the role

the below property controls it whether roles should be added in the background with a job or in the foreground

glide.ui.schedule_slushbucket_save_for_group_roles

just wait for sometime and check if the role is added to the group or not 

if still not added just check if the job is stuck or any issues might happen when high volume of jobs are stuck and running (sys_trigger is the table)

this role addition might take sometimes based on how many users are part of the group the more count more time it takes 

if still not resolved check if there is any other issue like any BR or anything which is slowing down the process

or Raise a case in the HI portal

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[M Iftikhar]

Hi @Codi, 

You need to designate your assignment group as a CSM group by setting its type.

1. Navigate to User Administration > Groups and open the assignment group you are trying to edit.

2. Make sure the Type field is visible on the form. If you do not see it, you may need to configure the form layout to add it.

3. In the Type field, add the csm type. If there are existing types, you can add csm to the list.

4. Save the group record.

5. Now, go back to the Roles related list and add the sn_customerservice_agent role.

6. Save the record again. The role will now be saved successfully.

This is the direct documentation link for the task:

https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/users-and-grou... 

Hope this helps!

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.