question Re: RITM is getting reassigned automatically to the wrong group in ITSM forum

RITM is getting reassigned automatically to the wrong group

Magda6 — Fri, 02 May 2025 14:01:31 GMT

Hi,

I have an issue where RITM is initially assigned to the right group, but then system reassigng it to the wrong one. The issue is observed in production instance, but in UAT everything is working fine. I have verified that nobody messed with the business rules and assignment rules in PROD (setup is the same as in UAT). Do you have any other ideas what can I check to find the root cause?

Thank you in advance!

Re: RITM is getting reassigned automatically to the wrong group

Ankur Bawiskar — Fri, 02 May 2025 14:08:48 GMT

@Magda6

definitely something is updating it.

Did you check in DEV instance?

Any flow is updating it?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: RITM is getting reassigned automatically to the wrong group

Magda6 — Fri, 02 May 2025 14:18:10 GMT

Hi Ankur,

Thank you rof the quick response! In DEV it's also working fine. As per the workflow timeline the update happened during a 4s wait time, right after a scripting step from the workflow was completed.

Re: RITM is getting reassigned automatically to the wrong group

Dr Atul G- LNG — Fri, 02 May 2025 14:27:28 GMT

Hi @Magda6

Did you check the assignment rule? it can be a issue.

Re: RITM is getting reassigned automatically to the wrong group

Rajesh Chopade1 — Fri, 02 May 2025 14:42:04 GMT

hi @Magda6

Check the Audit Logs (sys_audit table) to trace the history of changes made to the assignment group. This will help you see what specifically caused the RITM to be reassigned and which script, business rule, or automated process is responsible for that change.

I hope my answer helps you to resolve your issue, if yes please mark my answer helpful and correct.

thank you

Rajesh

Re: RITM is getting reassigned automatically to the wrong group

Udayrathore049 — Fri, 02 May 2025 15:07:01 GMT

1. Open the affected RITM in PROD.

2. Scroll to the Activity/Audit History section.

3. Look for the exact timestamp when the assignment group changed to the incorrect one.

4. Note the "Set by" value — this will tell you which mechanism (user, script, flow, etc.) made the change.

If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Uday Rathore
ServiceNow Developer
LinkedIn: https://www.linkedin.com/in/uday-rathore049/

Re: RITM is getting reassigned automatically to the wrong group

Magda6 — Fri, 02 May 2025 15:09:17 GMT

There are no assignment rules for that group at all

Re: RITM is getting reassigned automatically to the wrong group

Magda6 — Fri, 02 May 2025 15:10:35 GMT

I tried to search in the sys_audit table but it does not show any updates for that groups. Maybe that's because the update was done by System, not an actual user.