Assignment Rule Question

[charri04]

Hello developers,

I have a question that's probably an easy one but wanted confirmation.

Here's the scenario:

I have a record producer that is auto-assigning a ticket to "Group A" based off a simple assignment rule.

However, if I'm an agent and want to change the assignment group from "Group A" to "Group B," will the assignment rule always override the update and keep the ticket with "Group A?"

Assignment Rule Details:
Table: Requested Item
Condition: Short Description = "Need a new laptop"
Assigned To: "Group A"


Best regards,

charri04

[Kieran Anson]

Hi,

Assignment rules only run if the assignment group is empty. So if an agent changes an already set assignment group, no assignment rules will run as there will be a value specified 

[charri04]

Hi @Kieran Anson 

Thanks for the reply!

The ticket is currently assigned to another group but we're trying to re-assign it to another team but once we click "Update," the assignment rule is kicking in and assigning it back to the previous group. Is it possible that something else could be running and updating the ticket?

Best regards,

charri04

[Kieran Anson · Accepted solution]

The debugger would be your next place, it'll show you if an assignment rule was evaluated. But it sounds like something else might be running to change the group value.

https://docs.servicenow.com/bundle/xanadu-application-development/page/script/debugging/concept/c_Se...

[charri04]

Hi @Kieran Anson 
Thanks for that suggestion! I was able to find out that there was a flow that was running behind the scenes are overriding the assignment rule.

Best regards,

charri04