Create New Incident incorrectly Assigning to a user

[GTBannerMan]

Recently our staff upgraded Service Now and now have some funky behavior.  I log in and go to create a new incident.  When that window opens it automatically puts my name in the 'Assigned To' field.  I fill out the form and after I select an 'Assignment Group' (not one that I am a member of) it clears my identity from the 'Assigned To' field.  I then submit the ticket.  When I search for the incident and bring it up I see the 'Assignment Group' I selected... but my name is back in the 'Assigned To' field also.  Odd... and annoying.  Has anybody else encountered this behavior?

[adityahubli]

Hello @GTBannerMan ,

There can be multiple possibilities which are working on assigned_to like

1)Business rule which may change assigned_to field after/before saving to database

2)There can be default value is set to that assigned_to field as current login user like(current.getUserID())

3)Flow designer is updating record after submiting incident as current login user if assigned to field is empty

4)Assignment rules also can change assigned_to field if it is setted or client script that changing assigned to field.

Please check which functionality exactly changing you record.

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya,

Technical consultant

[TejasSN_LogicX]

Hi @GTBannerMan  ,

This issue is most likely caused by something in the background automatically setting the Assigned To field. You can follow these steps to find out what’s doing it:

1. Check the dictionary entry for the Assigned To field on the Incident table.

   • See if there’s any default value defined. Sometimes a default like javascript:gs.getUserID() is set there, which automatically fills your name.

2. Use the Script Debugger in ServiceNow.

   • This is the best way to check what scripts are running in the background.

   • Open the Script Debugger, create a new incident, and watch which client scripts, business rules, or flows are being executed.

3. Check Client Scripts and UI Policies.

   • Look for any client script that sets Assigned To automatically or when the Assignment Group changes.

   • Also check if a UI Policy is setting the field value or making it read-only.

4. Review Assignment Rules.

   • Go to System Policy → Assignment Rules and check if there’s a rule that assigns incidents to the logged-in user by default.

5. Check Business Rules.

   • Look for Display, Before, or After business rules on the Incident table that might update Assigned To.

6. Check for Flows or Workflows.

   • There might be a Flow Designer flow or legacy workflow that reassigns the incident after submission.

thanks,

tejas

[Ajay_Chavan]

hey @GTBannerMan - 
This is likely a Business Rule, Client Script, or UI Policy auto-populating assigned_to with the logged-in user (opened_by).

this is common after upgrades when customization carry over.

Try to identify or look for script contains:

BR with : 
current.assigned_to = gs.getUserID();
current.assigned_to = gs.getUser().getID();
current.assigned_to = current.opened_by;

Clicent script with below:
g_form.setValue('assigned_to', g_user.userID);
g_form.setValue('assigned_to', g_user.name);

Also Try to identify ui policies that set assigned_to field

Community Resources
Business Rule Assignment Issues:
https://www.servicenow.com/community/itsm-forum/business-rule-to-set-assigned-to-and-assignment-grou...

Auto-populate Issues:
https://www.servicenow.com/community/developer-forum/auto-populate-logged-in-user-in-the-assigned-to...

[Shashank_Jain]

Hii @GTBannerMan ,

Please check for any Business Rules or Client Scripts.

Navigate to these Scripts tables, Filter records with incident table and search in the Name for Assigned To (or similar keywords).

Also, perform the same search in Assignment Lookup Rules (Table: dl_u_assignment).