Not able to assign ticket to the users. 'Assigned to' list shows blank

[chengappa]

I am not able to assign any ticket to the users. When I click on the 'Lookup using list' button next to the 'Assigned to' field, the popup list does not contain any user names. I do have users in the ITIL role. What could be the reason ?

I have attached the screenshot. There are many users in the group ST EST who are in itil role but none of them show up in the list.

[chengappa]

Amlan, Harneet,

I removed the overrides, as shown in the screenshot. But I still have the same problem.

Other thing I forgot to mention is that this is already a 'live' setup and users log incidents through mails. I have this problem for only the incidents logged through mails. If I create a new incident in ServiceNow itself, I am able to assign that ticket to users.

Any thoughts ?

.

[amlanpal]

Hi Chengappa,

I guess, now I get it. If I'm not wrong, the assignment group is set via any Inbound action which is executed once users log incident via email. Please navigate to System Policy-->Email-->Inbound Actions-->open the particular inbound action which gets used when the user logs incident via email. Open the inbound action and find the Script field where all the conditions are defined. Please cross check that there shouldn't be any gap or space available in the line from where the assignment group is set. I guess it is because of the spacing issue.

Please let me know if you need any help.

I hope this helps.Please mark correct/helpful based on impact

[chengappa]

Amlan,

Thanks for you replies. I request you to spend some more time on this to help me solve this 🙂

There are many Email inbound actions. As far as I can make out, the 'Create Incident' seems to be the culprit. I have given below the screenshots of the list of actions, the description of 'Create Incident' and the script of 'Create Incident'. Do you see any problem ?

It looks like the new ticket gets assigned to "email.body.assign" via:

if (email.body.assign != undefined)

    current.assigned_to = email.body.assign;

In the mail body, the users will not put any assignment and hence this is likely to be undefined again. But then I should be able to change it, right ?

[amlanpal]

Hi Chengappa,

First of all the Inbound action which you have provided is the OOB one and I don't see any issue.

Alternatively, I would request you to check is there any Client script written in your instance which sets the Assignment group value like below. I believe, the assignment group is set by using the name instead of the sys_id from any client side script causing the issue.

g_form.setValue('assignment_group', 'ST EST ');

Again, it's pretty tough for me to debug and find the exact issue until and unless I get the access the instance.

I hope this helps.Please mark correct/helpful based on impact

[chengappa]

Thanks a lot Amlan. I'll check this.

Thanks for your time on this 🙂