Assignment group field is not cleared if I change the category

[Ghata]

I have multiple categories on my Incident form.

For 3 of thoe categories, I have an Assignment Rule set that if the category is A, the assignment group should be set to Team A. Similarly for Categories B and C. But for the rest of the categories, there is no assignment group.

Here is the problem:

If I select Team A by mistake, the Assignment  group is set to Team A. But if I change the category to D, the assignment group is not cleared. It stays at Team A. I can manually go and change it.

Lot of users do not do that, and hence the tickets are not assigned correctly.

If I use OnChange(), it throws an error, because of the assignment rule. 

Am I doing something wrong? Is there a workaround for this?

[Tony Chatfield1]

Hi, my understanding was that assignment rules apply only if assignee and assignment_group are empty.

Assignment rules module (servicenow.com)

Normally I would use an onChange() client script to populate in UI before save, as this gives users a better view of any impact resulting from their actions.
Perhaps you could share your client script so it can be evaluated, and any error reviewed.

[Bert_c1]

Hi Ghata,

first there is PrecBetweenAssignmentAndBusRules

on how processing occurs. And this one:

AssignmentModuleRule

indicate Assignment Rules run when a record is opened.  Maybe your onChange client script needs review, I'm guessing you want to clear the assignment_group when the category is not one where there is an Assignment rule. Seems some testing is needed, what is the error you see with a client script? Since both run on the client, and conflict, you may need another approach.

[Harish Bainsla]

https://youtu.be/VTW1UCpaU1E?si=YHvVcdRVzhZXAvl9