Issue with Adding Users to Groups via Service Account – Inconsistent Behavior

[VaddiR]

Hi Community,

We're currently automating the process of adding users to groups in ServiceNow using a service account. The service account has been assigned the user_admin role.

When impersonating this service account, I’m able to add users to some groups successfully, but for certain other groups, the users are not being added, even though the system displays the message:

"Job has been queued to add users into group."

There are no visible errors, and the job appears to be triggered, but the users simply don’t get added to those specific groups.

Here’s what I’ve checked so far:

• The service account has the necessary roles (user_admin).
• The groups in question are active and not restricted by any custom logic (as far as I can tell).
• There are no obvious ACLs or business rules blocking the addition.

Has anyone encountered similar behavior?

Any insights or suggestions on how to debug or resolve this would be greatly appreciated!

Thanks in advance!

[J Siva]

Hi @VaddiR 
Have you checked if those groups contain elevated roles (Admin, Security Admin)? 

Regards,
Siva

[VaddiR]

Thanks for the response @J Siva 

I have checked the groups don't have any elevated roles.

[Ankur Bawiskar]

@VaddiR 

the message "Job has been queued to add users into group" is shown sometimes and the members will be added in the backend after sometime as there might be some schedule job which does this

Did you check after sometime if the users were added successfully or not?

Did you check with admin user how it behaves?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[VaddiR]

Thanks for the reply @Ankur Bawiskar 

Did you check after some time if the users were added successfully or not?
Yes, I did check after waiting for a while, but the users were still not added to the affected groups. The issue persists even after the job message indicates that it was queued.

Did you check with an admin user how it behaves?
Yes, I tested the same operation using an admin user, and in that case, the users were added to the groups successfully without any issues.