Legal Request Management - Question about request assignment permission

[jlaue]

Hello -

We are new to Legal Service Delivery, and we are having an issue where we have users that are a member of the assignment group that a Legal Request is assigned to, however, the user is unable to 'Assign to Me' within Legal Counsel Center on those records.  They receive an error:  "Invalid value on Update"

If the user then tries to set the Assigned To field manually within LCC, and then Save the record, they receive this error:  "Write access is required to assign the request [record number] to yourself"

The users have the proper sn_lg_ops.legal_fulfiller and sn_lg_ops.request_fulfiller roles and verified they are members of the assignment group the record is assigned to.  The record is also in a state of 'New' and the Assignment Group Permissions are set to 'Edit'.  

When I reviewed the product documentation I noticed there are 2 major conflicting statements with regards to legal request assignment.  So I am not sure if this is working how it is intended to work OOTB or if there is an actual problem and the group members (non group manager) SHOULD be allowed to write to the Assigned To field.

Here are the links to the conflicting statements that this hinges on:

https://www.servicenow.com/docs/bundle/xanadu-employee-service-management/page/product/legal-request...

" If the request is assigned to a legal group, the group lead can triage the request to themselves or to any member in the assignment group."

The above statement sounds like it is in line with what we are experiencing.

However, here is the conflicting statement (which is also in the NOW Learning module for this):

https://www.servicenow.com/docs/bundle/xanadu-employee-service-management/page/product/legal-request...

"If the request is assigned to a legal group, any member from the group can triage the request themselves or assign it to another member of the group."

If the statement above is correct, then we have an issue that we need to figure out, as the members of the assignment group are unable to assign to themselves or another member of the group, unless they are the group manager.  

Hoping that the ServiceNow product team or a fellow customer that leverages Legal Service Delivery can help provide some insight on this. 

Note:  I do have a support case open, but I haven't heard much on the case, which I have escalated, and this is time sensitive, so I wanted to reach out to the community as well.

Thanks in advance!!

[jlaue · Accepted solution]

Hello - ServiceNow Support helped us resolve this.  Just to clarify, that members of the group SHOULD be able to assign to themselves or another team member even if they are not the group manager or a practice area lead or a contributor, as long as the Assignment Group Permission is set to Edit. 

Our issue was that we had configured the Dynamic Filter Option for 'One of My Groups' so that it was 'Available for ref qual', years ago.  Setting that checkbox to true actually registered a 'custom update' on that dynamic filter, which resulted in our instance not receiving any updates via upgrades to that dynamic filter.  Along the way, ServiceNow updated the 'Script' value in that dynamic filter to be:  "gs.getUser().getMyGroups();"   from  "getMyGroups()" which was the original OOTB value.  

Once the dynamic filter for 'One of My Groups' was reverted back to the latest OOTB version, everything was working as it should as the ACLs that control this are tied to the "One of My Groups' dynamic filter option.  

Hope this helps out if anyone else runs into something similar.  

[pratikmehta]

HI @jlaue  where is the permission set for assignment group? If you can hepl confirming please.