Assignment Group is not populating on the RITM when a service catalog request is created.

[dlively]

• I created a new category in my "Request Something" service catalog for Library Services. 
• I also created the Library services group with members, catalog items and variables and business services.
• It is using the same workflow as all other catalog items.

When a Library Service is requested from the Service Catalog and the RITM is created, the Assignment Group is required, but not populated like all other catalog items.

How do I troubleshoot this?  Where do I begin looking for this problem?

Any help would be greatly appreciated.

[cmcclendon]

Try looking in assignment rules.

Chris

[ccajohnson]

Typically fulfillers work the tasks and not the Requested Item record. If the other catalog items populate the Assignment group on the Requested Item record, be sure to look at the workflows for those that work to see if there is a Run Script workflow action that is filling in the assignment group. Also, there may be a custom Business rule that populates the Assignment group field when the Requested Item is created. Since this appears to be a new Group, that may not have been added to whatever assignment logic you already have in place. 

[Allen Andreas · Accepted solution]

Hi,

OOB a RITM isn't automatically assigned to an assignment group, just because.

So that means that as cmcclendon mentioned above, check your assignment rules to see if this new group is missing OR you may need to check your business rules and see if there's anything there.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Good Morning,

I see that you had selected a response as Correct, but retracted that and took it away. Let me know if you need any further assistance with this issue.

If your issue has been resolved by one of the replies above, please mark that answer as Correct. If any other reply was Helpful....please mark those as Helpful.

Thanks!