Best practices for disabling an Assignment Group - Identify automation associated with the group.

JR42 · ‎06-02-2022

Before disabling an Assignment Group, how would one go about identifying any automation (record producers, scheduled templates, workflows, etc) that may be creating/assigning tickets to the assignment group?

Also, is there any need to move the Closed tickets before disabling the assignment group?
If I don't move the closed tickets, will they still be returned in report results, or do they become hidden/archived?

Thanks!

Sagar Pagar · ‎06-02-2022

Hi,

You can check as follows.

Assignment rules:

Navigate to System policy --> Assignment and check your assignment group in group field.

Example-

Business rules/UI actions/Script Includes:

Check the script, assignment group sys_id used or not

Filter: Script CONTAINS assignment group sys_id

Also, check in Condition builder

Assignment group IS your group-name

Example-

Client Scripts:

Check client scripts with setDisplayValue function with group sys_id and name.

System Properties:

Check the Value field with group sys_id.

Configuration item:

Check the Support group/Approval group field.

Thanks,
Sagar Pagar

The world works with ServiceNow

View solution in original post

Sagar Pagar · ‎06-03-2022

Hi Justin,

Good day!

If my response help to solve your issue. Kindly mark it as helpful & correct. It will be helpful for future readers.

Thanks,
Sagar Pagar

The world works with ServiceNow

JR42 · ‎06-08-2022

Thanks Sagar, I really appreciate the help!