Assignment Rule

[Jon23]

I have created a new app with a record producer, and an assignment rule that should set the assignment group when the item is submitted from the Service Catalog.

However the assignment group is not getting set and there is only one assignment rule for this table.

Any ideas on what could be the cause of the assignment rule failing (not running)?

[erik_brostrom]

Instead of using the Assignment Rule, I would recommend putting the Assignment Group in directly to the record producers processing script.

current.assignment_group = assignmentgroupsysid;

[Jon23]

Thanks for the quick response Erik Brostrom

I did think about using the processing script, but felt that was more of a workaround to my issue, and not solving why the rules are not working.

Other than solving my issue, any other reason why its better to use the script

[erik_brostrom · Accepted solution]

It may not be working due to the table you have being a custom table extended off of another table... I had this happen to me once and SN recommends to clear the instance cache (I don't remember if it worked for me, but worth a shot.

As far as using the script vs the assignment rule, I there really isn't a definitive better one way or the other, I like the script vs the assignment rules (less places to look).

http://wiki.servicenow.com/index.php?title=Defining_Assignment_Rules

Table

The table with the records that the assignment rule applies to. Note: If you select a custom table that extends the task table, you must clear the instance cache by navigating to https://<instance_name>.service-now.com/cache.do in order for the assignment rule to work.

[Jon23]

Clearing the cache resolved the issue!

Thanks Erik Brostrom