'Before Insert' BR Overrides Service Offering Support Group logic for API-Created Incident

[mfhaciahmetoglu]

Hello ServiceNow Community,

I'm encountering an issue where the Assignment Group on incidents created via an API call is being determined by a 'Before Insert/Update' Business Rule, instead of the logic tied to our Service Offerings.

Here’s a breakdown:

1. Expected Behavior: When the 'Service Offering' on an incident is set to 'Security', the 'Assignment group' should automatically populate with 'IT Security Group'. This functions correctly for incidents created or updated manually through the UI.
2. API Incident Creation: We utilize an API to create incidents, and this API call correctly sets the 'Service Offering' field to 'Security'.
3. The Conflicting Business Rule (BR): We have a 'Before Insert/Update' Business Rule on the incident table with the following characteristics:
   • Condition: Triggers when current.assignment_group is empty AND current.assigned_to is empty.
   • Action: Sets current.assignment_group to 'Dispatching Group'.
4. The Problem: For incidents created via the API with 'Service Offering' = 'Security', the 'Assignment group' is ultimately set to 'Dispatching Group' (by the BR). Our expectation is that it should be 'IT Security Group' based on the Service Offering.

It appears the 'Before Insert/Update' BR executes and sets the Assignment Group before any logic that derives the Assignment Group from the Service Offering can take effect, or perhaps the BR's action prevents the subsequent logic from correctly applying.

Could you help clarify why this 'Before' BR is taking precedence in this scenario involving an API insert? More importantly, what would be the recommended approach to ensure the 'IT Security Group' is set based on the 'Service Offering' even when this BR's conditions are initially met during an API transaction?

Thanks for your insights,

Firat

[J Siva · Accepted solution]

Hi @mfhaciahmetoglu 
In your custom business rule, add the following script in the condition so that it will be triggered only if the ticket is created/updated manually

gs.isInteractive();

Regards,
Siva