How to discover what is setting value in a field created record

Julian12
Mega Guru

‎01-25-2023 07:03 AM

Hi, so this is a very straightfoward question, never seem to find a complete answer...

How do you discover what is filling a value inside a field when a ticket has recently been created, for example assigned to or assignment group... I've tried with the field watcher but without succes... I can't seem to understand how to discover if its a flow, an assignment group, businss rule or watever script that is filling that field...

any advice?

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4 REPLIES 4

Bert_c1
Kilo Patron

‎01-25-2023 07:55 AM

Hi, if the 'ticket' table has Auditing enabled (https://docs.servicenow.com/bundle/tokyo-platform-security/page/administer/time/concept/c_AuditedTab...) then you can view the audit history on the record.  Be aware, not all actions that update an audited record are audited.

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ricker
Tera Guru

‎01-25-2023 11:20 AM

@Julian12,

Try using debug tools to look at the call stack...but if you're specifically looking at assignment group and assigned to look at Assignment Rules.

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Julian12
Mega Guru

‎01-26-2023 07:20 AM

Thanks for the replay people, although I want to know WHAT filled that variable, like, it was an assigmnet rule? Was it a br?

I did found out, manually searching, although this process takes way to long...

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ragersybil
Tera Contributor

‎06-10-2025 02:37 AM

When you're trying to trace what’s populating a field like Assigned To or Assignment Group during ticket creation, it can be a bit tricky since the update might come from multiple layers: Business Rules, Flows, UI Policies, Client Scripts, or even Script Includes.

Here are a few tips:

  1. Business Rules – Check for any before or after insert Business Rules on the table (e.g., incident) that might be assigning values.

  2. Flow Designer – Look into Flows or Subflows triggered on record insert.

  3. Scripted REST APIs or Inbound Actions – If tickets are created through integrations, the data might be set before it even hits the platform.

  4. BRAT Generator – If you're automating bulk actions or using templated logic, a tool like BRAT Generator (Batch Record Action Tool) might be involved behind the scenes — it’s often used for mass updates or automation on record insert/update.

  5. Debug Tools – Turn on Debug Business Rule and Debug Flow in the browser console to see execution logs live.

Field Watcher is helpful, but often misses server-side logic. Combining these steps should help you narrow it down.