Issue with Adding/Removing Users from Group

Chaitali_Vale
Mega Sage

5 hours ago

Hello Community,

 

I’m encountering an issue when trying to add or remove users from a group. I receive an info message, but even after waiting for a few minutes, the changes are not reflected in the group.

 

Could you please suggest a resolution for this issue?
Your help is truly appreciated!

 

Thanks!

Chaitali_Vale_0-1759139955212.png

 

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ChallaR
Kilo Guru

2 hours ago

Hi @Chaitali_Vale ,

 

may be below debugging might help  you .

 

Troubleshooting Steps

1. Check the Event Queue

  • Navigate to System Policy → Events → Event Queue
  • Look for events like group.member.add or group.member.remove
  • See if they are stuck, delayed, or failed

2. Check Scheduled Jobs

  • Go to System Definition → Scheduled Jobs
  • Look for jobs related to group membership processing
  • Ensure they are running successfully

3. Review Business Rules or Flows

  • There might be a custom Business Rule or Flow that handles group membership updates
  • If it’s misconfigured or slow, it can delay updates

4. Check ACLs and Roles

  • Ensure the user performing the action has the necessary roles (e.g., group_admin)
  • ACLs might block the update from being committed even if queued

NOTE/SUGGESTION -

  • Temporarily switch to synchronous processing for testing (if safe)
  • Add logging to the script or flow handling group updates
  • Monitor the event queue for stuck or failed events
  • Contact your ServiceNow admin to check for system performance issues

Thanks,

Rithika.ch

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