Legal Request Management - Question about request assignment permission (Part 2)
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4 weeks ago
We are new to Legal Service Delivery and are encountering an issue where users, who are members of the assignment group to which a Legal Request is assigned, are unable to reassign the request to a different group.
The field remains read-only. According to the access analyzer, 3 OOTB ACLs are the blocker, as they look for a specific value in the "Options" field. This functionality works as expected in Non-Production environments, where the "Options" field is populated correctly based on the choice setup in the intake form. However, it's not working in Production. We're unsure why the "Options" field is not being populated.
I checked the BR, identify two business rules, but they are being skipped in the non prods which working as expect, but someone Options still getting updated, not seeing anything in record procedure.
Has anyone else encountered this issue? I'm posting here while awaiting support from ServiceNow.
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4 weeks ago
Hi @MEnOW ,
Check the post on similar request and solution:
Also check this: https://www.servicenow.com/docs/r/zurich/employee-service-management/legal-request-management/assign...
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4 weeks ago - last edited 4 weeks ago
Yes, I am aware of the original post, however, the solution is not applicable to my scenario. For Legal Requests, there is a hidden field called "Options" that is not being updated/inserted when a new request is submitted, even though the options are maintained in the intake form for the category. The project configured everything following SDLC, Dev-Test-Prod, and as part of testing, I tried to redo this in production directly for one of the intake forms, and this seems to be working correctly, but not for all others which were deployed via update sets.
