Hi All,
In our environment, In Service Catalog, When an automation fails there is a task will be generated for the assignment group who will fill the data manually on that form, but the problem is they are not able to assign themselves as all the reference fields are not working and it still remains same as the previous group. Could any one please assist me on this issue asap as it is a urgent issue for us. Thanks.
Thanks,
Venkata
Hi Tomasi,
Thanks for your reply on this. My role is Admin to ServiceNow but still not able to edit the form using the reference fields.
Suppose If I want to assign the task to myself to anybody from any team, I couldn't do that since all the reference fields are stucked.
And If I remove the data from the reference fields which is already set in those fields, it still remains shows the previous data.
See the above pic for reference, I removed the data from assignment group, but still shows as existed hence I couldn't not edit those fields.
Hope you understand now, let me know for any queries. thanks.
Thanks,
Venkata
From what I see, you haven't saved the values on the form yet. If I only remove the values from the field and leave the cursor in that field, the "info" icon to the right of the field still shows the old value because the field hasn't really changed at all. If you tab to another field, the info icon disappears because there is nothing to reference. If you change the field value (e.g from software to database), then database will appear in the info icon when you click it. In the shot below my original assignment group was Service Desk. I removed the value, but the info icon remains with the value of Service Desk until I either enter a new value or tab to another field.
If this is not the situation you are seeing, please detail step-by-step what you are doing to reproduce your issue. Thank you.
Hi Tomasi,
We will have a different tasks generated through Workflow under Service Catalog.
1. Normal tasks: In general, an item which will create the tasks after approval process is done. These tasks are working fine and we are able to do anything on those tasks and save them by right clicking on the form correctly. See as reference below.
As you see above, it is giving or allowing the options to select one of them and when I remove data from the field then 'info' icon also disappearing as there is no data in the field. this is correct flow or way.
2. Automation failed tasks: In this case, some tasks also will be generated through the same workflow under automation. in case of automation is failed then the below task will create for some corresponding groups, whenever the guy from that same group want to assign that, it is not giving or not allowing to select the group members to be assigned the task themselves. See the pic below as reference.
As you see above pic, it is not giving any values or not allowing to select corresponding person by clicking on the magnifier glass icon. one more issue is when I want to change the assignment group to some other then also it won't me allow to change as it it gives nothing response and still shows the "info" icon. see below for reference.
And it's not about Assignment group and assigned to field issues, it is for all reference fields which are present in the task form see below.
Please let me know for any queries on this. thanks in advance for help.
Thanks,
Venkata
