Basic Flow

[RosalinaB]

Has anyone run into issues with ServiceNow Basic Flows using If / Else If logic?

In the flow I built, the trigger is “When a new incident is created”, and the condition is Category = “Network”, then assign the ticket to the Network group. However, it seems like the backend is evaluating the value as “network” (lowercase) instead of “Network” (capitalized), so my condition isn’t matching the way I expected.

I tried updating the Category selection options on the incident form to fix it, but the system won’t allow me to add or modify that value.

[Deepak Shaerma]

Hi @RosalinaB 

Why do you not use the assignment rules to fulfill this requirement, it will easy if you use the assignment rules to populate the assignment group on incident , also follows the best practise and no need of flow designer.

Happy to help! ‌‌
To help others in the community find this solution, kindly mark this response as the Correct Answer ‌‌ and Helpful‌‌.
Warm Regards,
Deepak Sharma
Community Rising Star 2025

[Mohit 101]

Hi @Deepak Shaerma,

I believe there may have been a misunderstanding.

The original question was not about best practices for assignment logic. The question was specifically about troubleshooting why the If / Else condition in Flow Designer was not matching the Category value as expected.

Since the issue described was that the flow condition was not working when Category = “Network,” I responded from a technical troubleshooting perspective.

In ServiceNow, choice fields store a backend value (often lowercase, such as "network") while displaying a label (e.g., "Network") on the form. Flow Designer evaluates the stored value, not the display label. That is likely why the condition did not match.

So my response was focused on explaining the technical reason for the mismatch and how Flow Designer evaluates choice values — not on recommending an alternative design approach.

I hope that clarifies my intent. Let me know if you’d like to review the condition configuration together.

Thank you!

[svirkar420]

Hi @RosalinaB , Did you check my Reponses earlier, did you tried them, where are you stuck now?

Regards,

Saurabh V.

[svirkar420]

Hi @RosalinaB , Did you try my give solution? Where are you stuck now?

Regards,

Saurabh V.

[svirkar420]

Hi @RosalinaB , Check out this link since you are using list collector field for category - https://www.servicenow.com/community/developer-blog/using-list-collector-in-flow-designer-for-each-l...

If this helps you mark this as accepted solution and give a thumb up.

Regards,

Saurabh V.