Incident reassignment count is incorrect

[Sateesh Kumar 1]

Hi All,

Incident Re-assignment count showing incorrect.

When Incident opened and assigned to initial group (assignment group), the reassignment count showing 2.

later if we update the assignment group for the first time (Group A --> Group B) the reassignment count incrementing from 2-->4 (increasing 2 times).

when I check the Assignment group history it's adding twice.

I have attached screenshot and log file.
please help me with this??

Thanks

[Dr Atul G- LNG]

Hi @Sateesh Kumar 1 

Is any changes done on the Reassignment rule/field. Or try to repair the plugin once. 

[Sateesh Kumar 1]

Hi Patron,

Thanks for the response.

No changes to reassignment rule/field and also no changes to assignment_group field.

moreover here looks like reassignment count is double due to assignment_group assigning twice (in the screenshot I added initially can see in the history audit).
and this is happening across all environments (dev/test/prod), so I hope issue not with plugins?

[Alp Utku]

Can you please check If any BR in place for assignments? It seems, two assignment rules are conflicting that resulting to make assignment duplicated. I would also suggest you to open case with ServiceNow Support If the issue is impacting all instances.

[SN_Learn · Accepted solution]

Hi @Sateesh Kumar 1 ,

The business rule responsible for counting the reassignment is named 'reassignment counter' which is on task table.

The condition is :

current.assignment_group.changes()

Script:

current.reassignment_count += 1;

Could you please check if these have been amended?

Also, looks like this the update is happening twice due to usage of current.update() 

Navigate to Business Rules[sys_script] table and use the below filter:

Now review the script and check the below:

•  In case of before insert OR update Business Rule, if current.update() is found in the script then you should not be using it, remove it.
• In case of after insert OR update Business Rule, if current.update() is found in the script then you need to use setWorkflow(false), this will avoid running Business rules or Workflows.