Retirement of Groups

michelle kirk · ‎01-27-2025

Hi

When we retire an Assignment Group, apparently they are still available for selection, can someone confirm that this is OOB functionality.

This is how our platform is currently functioning, we are finding Incidents/requests assigned to the wrong assignment group, even though they had been made inactive a long time ago

Which to me does not make sense why this would be OOB functionality

Dr Atul G- LNG · ‎01-27-2025

https://www.servicenow.com/community/itsm-forum/incidents-getting-assigned-to-inactive-group/td-p/65...

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View solution in original post

Runjay Patel · ‎01-27-2025

Hi @michelle kirk ,

There is no issue with your platform, you just need to add the condition to display only active group. By default it will display all.

you need to update the reference qualifier to filter the active group like below.

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View solution in original post

Dr Atul G- LNG · ‎01-27-2025

Hi @michelle kirk

By "retire," I assume you mean to deactivate or disable the group. Once you deactivate the group, it will no longer appear in search results for reporting. This effectively removes it from active use without permanently deleting it.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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michelle kirk · ‎01-27-2025

Hi

Thank you for your quick response,

You mention that it will no longer appear in search results for reporting, but would it still be available to select as a Support Group when aligning to a service offering/parent or again it should not be available ?

Dr Atul G- LNG · ‎01-27-2025

Hi @michelle kirk

Yes, on list view it will be still available. But not for any record assignment

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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michelle kirk · ‎01-27-2025

Thank you, then there is an issue with our platform as its allowing the deactivated assignment groups to be allocated and assign tickets too