Assigned to is not a valid member of assignment group - yet ticket saved

[scottatah]

Hi Everyone,

Our Assigned to is constrained by the Assignment group and Assignment group is constrained by Assigned to.   As such, you cannot select an Assigned to unless they're a member of the Assignment group.   In order to reassign a ticket from yourself to another team, you would need to clear both fields.   Today, I had a ticket passed to me where ServiceNow allowed a ticket to be saved despite the rules in place.

Krystal and Laura are part of the AMS (Application maintenance Support team).

Neither are a part of the Banking Ops Support team.

Despite this, below is a screenshot of a saved record with these two values filled in.

My only guess as to how this happened is that both changes were made at the same time (down to the second).   One changed the Assignment group, while the other changed the Assigned to (see red boxes).   Any idea how I could further troubleshoot this further?   I know ServiceNow sometimes logs down to the hundredth of a second, but that doesn't appear to be the case here from what I can tell.

side note: we do have the simulatenous update client script enabled, but given that they updated the record at the same second, I'm assuming it didn't fire for either of them (I emailed them to double-check)

Thanks,

Scott

[Abhinay Erra]

Scott,

  One scenario I could think of it is, user might have changed the assigned_to first and then changed the assignment group. Do you have reference qualifier on Assignment_group field as well?

Thanks,

Abhinay

PS: Hit like, Helpful or Correct depending on the impact of the response

[LaurentChicoine]

If enforcing this rule is really important for you, you could make a onBefore business rule to enforce it. In script, get the groups of the user, if the assignment group is not contained in the groups of the user then setAbortAction()