Ams user account assigning sc tasks to wrong groups

[chaithu236]

Hi Developer,

There is an integration of AMS with Service now which assigns sc tasks to groups. Now it is assigning to wrong groups. I checked in Business rules and assignment rules there is no business in place to check. Please provide your suggestion to avoid ams user from assigning tasks to wrong group.Thanks.

[Viraj Hudlikar]

Hello @chaithu236 

Since you've checked Business Rules and Assignment Rules on the sc_task table and found no conflicting logic, the most probable source for the incorrect assignment of SC Tasks (sc_task) created by your AMS integration is the workflow or flow that is executed when the parent Requested Item (sc_req_item) is created.

OR
The AMS integration itself might be explicitly setting the assignment group in the payload or via script when creating the SC Task, often overriding any default assignment logic.

If my response has helped you, hit the helpful button, and if your concern is solved, do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[aruncr0122]

Hi @chaithu236 ,

It seems that AMS integration is directly setting the wrong assignment group. Since no rules exist in ServiceNow, you should stop the AMS user from writing to the Assignment Group field and let ServiceNow handle it with your own assignment rule or Business Rule. This way, even if AMS sends the wrong group, ServiceNow will correct it.