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09-22-2014 12:29 PM
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)?
Solved! Go to Solution.
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09-22-2014 01:02 PM
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. |
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01-14-2015 01:54 PM
Cache.do worked for me...I wish I tried this an hour ago.
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09-22-2014 12:56 PM
In the Assignment Rule, are you using "Group" or "Script" field to define the assignment group? If you are using a script, make sure that the line where you define the assignment group is the last line of your script. Otherwise it may not work.
Blog: https://sys.properties | Telegram: https://t.me/sys_properties | LinkedIn: https://www.linkedin.com/in/slava-savitsky/
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09-22-2014 01:00 PM
Slava, I am using the 'Group' field.
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09-22-2014 01:01 PM
Can there be a business rule that changes the assignment group at a later point? Check your "before" business rules with Order >= 1000 and "after" business rules.
Execution Order of Scripts and Engines - ServiceNow Wiki
Blog: https://sys.properties | Telegram: https://t.me/sys_properties | LinkedIn: https://www.linkedin.com/in/slava-savitsky/
