Assignment Group Members not reflecting in catalog task

[raginiv]

Hi Team, I have imported a group from prod to dev instance. group was added in the dev, but group members were not added. Now, i have added the group members data manually and assign this group to workflow. when raising the REQ,

task is getting created, while assigning the group group member data is not reflecting. All users are in active state. Please help me to achieve group members data.

[Ankur Bawiskar · Accepted solution]

@raginiv 

It's possibly because you created users manually and the sysIds are different when compared to PROD and DEV.

you should have migrated the users i.e. the group members via XML from prod to dev and then you should add them in correct group manually

OR

you can move those users via XML from prod to dev and then export and import sys_user_grmember records as well for these groups

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Runjay Patel · Accepted solution]

Hi @raginiv ,

Check the reference qualifier of the user field, there might be different logic written.

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[Ankur Bawiskar · Accepted solution]

@raginiv 

please share the reference qualifier on assignment_group field on sc_task

Please check if other users are active and not locked out

[raginiv]

@Ankur Bawiskar Thanks for the support. Reference qualifier for the assignment group is Role ITIL.  Role is not defined for the user. I have added the ITIL Role to the users and checked. now , it is working fine. Thanks a lot. Marking it as accepted solution.🙂

[Nayan ArchX]

This usually means one (or more) of these problems exist:

1. The users referenced in group membership are not the same sys_ids as expected

2. The group membership records exist, but roles or visibility conditions prevent assignment

3. The workflow / assignment logic is caching or using a stale group reference

4. The users lack required roles (itil, catalog, etc.)

5. The group membership table is incomplete or inactive

6. Domain separation / ACL issue (if applicable)

Do This First

1. Check sys_user_grmember

2. Verify users exist & are active

3. Ensure users have itil

4. Re-publish workflow

5. Test manual assignment

6. Re-import group members properly

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks

Nayan Patel

IT ServiceNow Consult, ServiceNow ArchX

If my response has resolved your query, please mark it Helpful by giving it a thumbs up and Accept the Solution