Service is not following the assignment rules. Cannot see why. Is there a way to turn on debug?

[Lori1]

I have a service that went to the wrong support team. I looked at the conditions of the assignment rule and the request meets everything exactly, and should have been routed to the correct team. Is there a way to turn on logging that shows everything happening including where the conditions are showing false in terms of meeting the criteria so that I can pinpoint the failure since it is not obvious?

[Punit S]

Debugging assignment rules in ServiceNow involves tracing the rules and conditions applied to a particular record to determine why it was assigned to a specific user or group.

Here are the steps to debug assignment rules in ServiceNow:

1. Identify the record you want to debug the assignment rules for.

2. Navigate to the record and open it.

3. Scroll down to the bottom of the form and click on the 'View Log' related link.

4. The log shows a history of all changes made to the record, including the assignment of the record. Look for the 'Assignment' entries in the log.

5. Click on the 'Show Debug' button to see the debugging information for the assignment rule.

6. The debugging information will show the order in which the assignment rules were evaluated and the conditions that were met.

7. Look for any errors or issues in the debugging information to identify why the record was assigned to a specific user or group.

8. Make changes to the assignment rule or the record as needed to correct any issues.

9. Save the changes and retest the assignment rule.

Debugging assignment rules can be a time-consuming process, but it is essential to ensure that records are assigned correctly to the appropriate users or groups.

Please mark my answer correct/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal. 

Thanks,
Punit

[Lori1]

Hello thanks for the response, however within the record producer there is no link to "View Log". So, I went to the case, thinking you may have meant the case and no "view Log" there either. I already looked at the history on the case and it did not tell me what I need to see. We are on Tokyo version so perhaps that is what the difference is. Did i miss understand what you meant by open the record?

[Punit S]

sorry for the confusion, I meant to say client transaction logs, however the best possible way is to debug your assignment rule using script debug statements that you can add. Refer screenshot and below steps. 

1. On subproduction instance , add script debug statements to each of your assignment rule
2. Run by examples that you would like to trace 
3. Validate the debug log and you would know which is the cause . 

Please mark my answer correct/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal. 

Thanks,
Punit

[Lori1]

I think adding debug scripts is a great idea if I could do them in SQL, because I do not know how to script html.  I am going to look for the client transaction logs to see if I can find something revealing there. Will let you know if that does the trick!