How to stop assignment group from auto populating

[Rob Sestito]

Hello everyone,

I am fairly new to ServiceNow, but learning tons. I have been in the process of taking over, being the go-to person to manage ServiceNow with my current company.

Right now, I am trying to figure something out that I feel is probably simple, but am unable to do so. When a case(task) is opened, right off the bat, the assignment group auto generates. I am trying to STOP that from happening. I want Categories (assignment rules) to take over what group a case (task) is assigned to. And at the same time, this will generate the person the case (task) gets assigned to as well.

So my question is - how do I go about stopping the assignment group from auto populating, when a case (task) is opened?

Thank you in advance,

-Rob

[sudharsanv36]

Hello Robert,

Check the dictionary entry of the assignment group field, if there is any clear that out.

Check the assignment rules configured for the table.

Check the Business Rules and Workflow activities that might populate the info.

[Shiva Thomas]

Hi Robert,

I think you may have some automatic assignment rules active.

Check the "Assignment" and "Assignment Lookup Rules" list to see if you have active rules that may apply for your tickets

[Rob Sestito · Accepted solution]

I want to thank everyone for your input and help as it is much appreciated.

It ended up being a Dictionary issue. I navigated to the System Definition > Dictionary. Table: Task [task] for assignment group, and for some reason it was inactive (This was interesting to me as I never inactivated this). But, now the 'Assignment Group' was available as a choice to add to the form.

Again, Thank you to everyone to provided input on what to check. It all led me to the Dictionary List to our system.

-Rob

ctomasi

sudharsanv36

nishailame

shivathomas

[Chuck Tomasi]

Hi Robert,

Thank you sharing the solution!