The Zurich release has arrived! Interested in new features and functionalities? Click here for more

Override Assignment Lookup Rule

Neil_Carlo24
Tera Contributor

‎04-03-2025 06:07 AM

Hello,

I'm currently working on a requirement for assignment look up rule but when i change the assignment group it wont change. For example, the lookup rule assigns Group1 based on Category and Subcategory. However, if the ticket has the wrong category and subcategory, it should first escalate to the Service Desk group. The problem is that even after manually changing the Assignment Group to Service Desk, it still shows Group1 after saving. How to override the assignment look up for Service Desk group only?

0 Helpfuls
  • 328 Views
2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

‎04-03-2025 06:24 AM

HI @Neil_Carlo24 

 

A worth reading

 

https://www.servicenow.com/community/itsm-forum/override-assignment-lookup-rules/m-p/500223

*************************************************************************************************************
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
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

Mark Manders
Mega Patron

‎04-03-2025 06:26 AM

Please share how you configured them. Assignment rules only run when no assignment group is set, so that's one, but if the conditions aren't met, they shouldn't be assigned at all.


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
0 Helpfuls