Populate assigned group using Assignment Rule

DreDay3000
Giga Guru

Hello I have an assignment rule to set the assigned group on an incident when a request is submitted. But the assigned group is not being set on the incident

 

DreDay3000_0-1753109091855.png

DreDay3000_1-1753109105960.png

 

1 ACCEPTED SOLUTION

DreDay3000
Giga Guru

was able to set the assignment group by adding an addition condition. Thanks for you suggestions.

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5 REPLIES 5

GlideFather
Tera Patron

Hi @DreDay3000 

check other assignment rules with the same conditions or make this lower order if there is possibility (I don't remember it)

———
/* If my response wasn’t a total disaster ↙️ drop a Kudos or Accept as Solution ↘️ Cheers! */


@DreDay3000 

is the incident submitted from a portal (via record producer) or backend > clicking new?

if the record producer, you can check whether there is not direct assignment in the script field.

 

Example > my RP on incident table has this:

KamilT_0-1753111433133.png

 

you can check yourself (update the URI):

https://yourinstance.service-now.com/sc_cat_item_producer_list.do?sysparm_query=scriptLIKEcurrent.assignment_group%5Etable_name%3Dincident&sysparm_view=

 

Let me know what you found

———
/* If my response wasn’t a total disaster ↙️ drop a Kudos or Accept as Solution ↘️ Cheers! */


Rafael Batistot
Tera Sage

Hi @DreDay3000

 

Do you consider to do this request of other way? 

May you create a business, before - insert, 

once the match those information assigned the group 

kaushal_snow
Mega Sage

Hi @DreDay3000 ,

 

Assignment Rules only run if both Assignment Group and Assigned To fields are empty at the time of record creation or update; if either field is pre-filled (via template, Data Lookup, or a script), the rule won’t execute. Also, check under System Policy > Data Lookup Definitions for any entries on the Incident table that might be auto-setting the Assignment Group before the rule runs.

 

 

Thanks and Regards,
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/