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

[Chuck Tomasi]

it sounds like you might have a default value happening Robert. Right click the field and check the dictionary entry to see if there is a default value. If not in the record itself, check the Dictionary Overrides related list also.

[Rob Sestito]

Hey Chuck,

Thanks so much for the reply - there is no default value however, there are two Dictionary Overrides. sm_order and sm_task, both set to true. Since I am testing this in sandbox. I think I will set them both to false to see if that stops the auto population to the assignment group. Would you say that could be the way to go?

thanks,

-Rob

[Chuck Tomasi]

You could try. Those dictionary overrides will only be applied to those particular tables. If you are putting records in another table than sm_order and sm_task, then deactivating them will have no effect.

[nishailame]

Hi Rob,

Check if there are any workflows or Business Rules are running for that task. There may be after insert business rule to populated assignment group.

If not then check client scripts as well.

Thanks.

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