Issue with Catalog task assignment group

Lal Valecha1
Tera Contributor

‎03-23-2023 02:57 AM

Hello Developers, 

I'm experiencing an issue in my ServiceNow instance where a Catalog task is automatically assigned to a different assignment group, even though my workflow specifies that the Service Desk group should be the fulfillment group. This occurs immediately after the Catalog task is generated when a request is raised via email.

I've provided a screenshot of the task activity at the time of creation, but I'm still unsure about the backend configurations causing this behavior. I'm looking for help in troubleshooting this issue.



LalValecha1_1-1679564746245.png

Thanks in Advance, 
Lal V

 

0 Helpfuls
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2 REPLIES 2

Gopi Naik1
Kilo Sage

‎03-23-2023 11:06 PM

Hi @Lal Valecha1 z,

 

Please check is there any Business rule running on sc_task table to update assignment group.

 

Thanks,

Gopi

 

If my solutions helps you to resolve the issue, Please accept solution and Hit "Helpful".

Thanks,
Gopi

Ratnakar7
Mega Sage
Mega Sage

‎03-25-2023 02:44 AM

Hi @Lal Valecha1 ,

 

To troubleshoot the issue, you can try the following steps:

  1. Check the Catalog Item and Catalog Task workflows to ensure that they are configured to assign the fulfilment group correctly. Review the activities and conditions in the workflows to see if there are any issues that may be causing the task to be assigned to the wrong group.

  2. Review the assignment rules for the fulfilment group to ensure that they are configured correctly. Check if there are any conflicting rules or conditions that may be causing the task to be assigned to the wrong group.

  3. Check the email notification settings to ensure that they are set up correctly. Verify that the correct group is being notified when a new Catalog task is created.

  4. Check the logs for any errors or warnings related to the Catalog task creation or assignment. This can help you identify any specific issues or errors that may be causing the task to be assigned to the wrong group.

  5. If none of the above steps help, try creating a new Catalog Item and Catalog Task workflow from scratch and ensure that the fulfilment group is assigned correctly. Test the new workflow to see if it resolves the issue.

If my response helps you to resolve the issue close the question by ✅Accepting solution and hit 👍thumb icon. From Correct answers others will get benefited in future.

 

Thanks,

Ratnakar