Workflows "Assignment group is not reflecting in the tickets created causing "(empty)" in the assign

[Odean Morant]

We are experiencing an issue where a change was from our development instance to our Test instance and our workflows are pointing to a team for service catalog assignment. the initial was was working fine however it seems that there is now a glitch as once the requests are selected the tickets are not being assigned to the respective team. we are now seeing "(empty)" in the fields for the ticket. the Development instance is still working fine. Please provide some guidance on how we can to rectify this issue.

[Syedmd08]

Based on the information you've provided, it seems that the issue you're experiencing may be related to the configuration of your Test instance. Here are a few suggestions on how to troubleshoot and potentially resolve the issue:

1. Check the configuration of your service catalog and ensure that the team assignment is set up correctly in your Test instance. Make sure that the assignment group field is properly mapped and that the correct team is selected for each service catalog item.

2. Review the workflow configuration for your Test instance and ensure that it matches the configuration in your Development instance. Check the conditions and actions associated with the workflow to ensure that they are correctly configured to assign the ticket to the appropriate team.

3. Verify that the necessary plugins and integrations are installed and active in your Test instance. It's possible that a missing or inactive plugin could be causing the "(empty)" value to appear in the assignment group field.

4. Check the logs in your Test instance for any error messages or warnings related to the assignment of tickets. This may provide additional insight into the root cause of the issue.

5. If you're still unable to identify the cause of the problem, consider reaching out to the support team for your ticketing system or consulting with an expert in your organization who is familiar with the configuration of your Test instance. They may be able to provide additional guidance or assistance in troubleshooting the issue.

Please mark my reply as Helpful and/or Accept Solution, if applicable. Thanks!

[Steven Parker]

One thing that comes to mind...

Make sure the assignment group SYS_ID is the same in both instances.  If the SYS_ID is not the same between the instances, the group will disappear when tasks are created.

So go to the group in your DEV instance and get the sys_id and then go to the Test instance and get the sys_id.  Compare them and see if they are the same.  They need to be between the instances.

[LisaN9526434162]

Hey Steven,
What should we do if it's not?

[Steven Parker]

When I create groups (or sync groups from AD), I only do it in PROD.  Then I export the XML for that group and import it into DEV or Test.  This way we have the same sys_id for a group between all the instances.  Once you do that, you can perform a group import in DEV/Test to bring in the users of the group if you want.  

In our DEV/Test, I have turned off the listener and the schedules do not run for LDAP.  So I manually import groups or any users we may need in DEV.  Obviously, you can Clone PROD over DEV and that will bring all the same group/users with matching sys_ids between instances.