Unable to change the assignment group in an incident tickets

Codi
Tera Contributor

‎07-25-2023 02:30 AM

Hi Guys,

I'm new in ServiceNow we received a incident ticket and we cant change the assignment group of it.

when we try to change it, it keeps reverting to the old assignment group. Hope you can help me to fix this.

 

Regards

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3 REPLIES 3

DivyaYadav18
Tera Contributor

‎07-25-2023 02:39 AM

Hi Markoy,

 

I believe, you would have an assignment rule written in the incident table that matches the condition and reassigning back the incident to provided/mentioned group in assignment rules.

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ritu_saluja
Tera Expert

‎07-25-2023 03:10 AM - edited ‎07-25-2023 03:17 AM

Hello @Codi ,

I think you have written Assignment Rule.

Please read this kb article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0862506

Please check that also please remove assigned to first and then try to remove assignment group.

Please mark my answer correct and helpful if it helps you.

 

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Harish KM
Kilo Patron
Kilo Patron

‎07-25-2023 03:15 AM

Hi I dont think assignment rule is the issue here,

can you check is there any default value on assignment group? Try removing assigned to first

is there update BR / client scripts written to set assignment group?

Regards
Harish
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