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07-21-2025 07:51 AM
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
Solved! Go to Solution.
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07-21-2025 11:03 AM
was able to set the assignment group by adding an addition condition. Thanks for you suggestions.
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07-21-2025 08:16 AM
Hi @DreDay3000
check other assignment rules with the same conditions or make this lower order if there is possibility (I don't remember it)
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07-21-2025 08:25 AM
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:
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! */
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07-21-2025 08:23 AM
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
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07-21-2025 08:28 AM - edited 07-21-2025 08:28 AM
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.
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/