"Unassign" button is not working on Vulnerable Item (VIT)

Andre Moreira1
Kilo Sage

‎02-27-2025 01:54 PM

Hello Guys,


I am experiencing this issue.

 

Prerequisites:
I automatically added myself to the group Unassign Approver - Level 1.
I updated the System Property sn_vul.default_assignment_group with the sys_id of my group.

 

Scenario:
I access a VIT record.
Click on the "Unassign" UI action.
Answer the modal and submit.
Since I am a member of the Unassign Approver - Level 1 group, I approved the VCA record.

 

Result:
However, the VIT record remains without a group.

 

Additionally:
I tried reviewing these links, but they did not help:

ServiceNow Documentation - Inkling
ServiceNow Vulnerability Response - Approve Unassign Requests
ServiceNow KB Article - KB1001309

 

Would appreciate any insights on how to resolve this. Thanks!

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Itallo Brandão
Kilo Guru

‎03-02-2025 03:46 PM

Hello,

It looks like the unassignment approval process is working correctly in terms of allowing you to approve the Vulnerability Item (VIT), but the expected reassignment is not happening after approval. Below are some troubleshooting steps and potential solutions:

Possible Causes & Solutions

1️⃣ Check the Business Rule or Flow Responsible for Assigning the Group

  • In Vulnerability Response, the "Unassign" process should trigger a Business Rule or Flow that assigns a new group after unassignment approval.
  • Check if there is a Business Rule, Flow Designer Flow, or Script Action that should be running when an unassignment is approved. If there is none, that might be the reason why the VIT remains unassigned.

2️⃣ Verify the Property sn_vul.default_assignment_group

  • Ensure that the sys_id you set in sn_vul.default_assignment_group belongs to a valid assignment group.
  • Try manually assigning a VIT to that group and check if it works as expected.
  • Run the following script in Script Editor (Background Scripts) to confirm the group exists:
    javascript
     

 

var group = new GlideRecord('sys_user_group');
group.get('YOUR_GROUP_SYS_ID');
gs.info(group.name);

If the output is empty or incorrect, the sys_id might be invalid.

 

3️⃣ Check for Workflow or Process Failures

  • If your instance uses Workflows instead of Flow Designer, check if a Workflow is getting stuck or failing after approval.
  • Navigate to System Diagnostics > Transactions and look for any errors related to the Unassign process.

4️⃣ Enable Debugging for Business Rules & Workflows

  • Open the VIT record, right-click on the form, and select "Show Business Rules" to see which scripts are running.
  • Enable Debug Business Rules and try the unassignment process again to check for logs.
  • If a Flow Designer flow is involved, check its Execution History for errors.

5️⃣ Confirm if Other Approvers Exist

  • If multiple approvers are required, and you are only one of them, the process may be waiting for additional approvals before assigning a new group.
  • Check if another approval is pending in the Approval table (sysapproval_approver).

I hope this helps. If this answer was useful, please mark it as helpful, so it can assist others in the community.

Best regards.

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