Hi Community, there is an assignment group which is inactive in servicenow yet some incidents got assigned to it which are crossing the incident ageing >20 and >30 days. Could you help me with the reason why this could have happened and what to check

[Utkarsha Saxena]

Hi Team,

There is an assignment group which is inactive in servicenow yet some incidents got assigned to it which are crossing the incident ageing >20 and >30 days. Could you help me with the reason why this could have happened and what to check for this ? Where to look exactly 

Thanks,

Utkarsha

[Pradeep Sharma]

Hi Utkarsha,

Could you please check and confirm if the reference qualifier is updated from selecting an inactive assignment group?

https://docs.servicenow.com/bundle/orlando-platform-administration/page/script/server-scripting/conc...

- Pradeep Sharma

[Utkarsha Saxena]

yes that is set, still some callers were able to raise INCs choosing those affected services which are not visible to them and that inactive group was auto-populated due to those services. Issue is not at the reference qualifier level. 

[Ashutosh Munot1]

Hi,

As Pradeep said please check Reference qualifier. We have it as below:

Thanks,
Ashutosh

[asifnoor]

Hi,

Go to incident and check if you can see the assignment group which is made inactive in the incident form?

If yes, then the issue is with the reference qualifier of assignment group. Edit and update the reference qualifer to include only active assignment groups.

Kindly mark the comment as a correct answer and helpful if it helps to solve your problem.

Regards,
Asif
2020 ServiceNow Community MVP