Assignment rules are not working for some of the requestsIssue There is an assignment rule which is needed to set the assignment group to 'security management' and the assigned to to 'atf user' but when the item is requested the assignment group and assigned to fields are set to empty or undefined Steps to reproduce: Request for the catalog item 'request for service'Check the requested item for the assignment group and assigned to values The values for the fields assigned to and assignment group are set to the assignment rule value later on the field values are set to empty or undefinedCauseThere is a custom workflow defined for the service request wherein the workflow there is a run script activity which is trying to set the values on the RITM based on the variables present in the catalog item but there are no such variables present on the catalog item which is resulting in setting the empty values after the assignment rule making an update on the formResolutionNeed to customize the run script to apply for the catalog item which has those variables Another approach is to add a timer activity so that the run script activity runs at the time where the requested item is created by that time Check if there are any assignment rules which are meeting the conditionsCheck if there are any custom scripts trying to make an updateCheck if there is any dictionary dependencies on the fields Since this is a problem with the implementation, any modifications made to the default ServiceNow product are not supported by the support team. Therefore, it is crucial to verify that the changes made are compatible with future releases and updates of ServiceNow. For additional support; Post your question in the Community forum where other experts gather to exchange ideas and discuss similar questions. This will also benefit other individuals who are planning to implement this same feature as they can refer to your experience for guidance.Another option is to engage with our Professional Services department, which specializes in implementing system customizations to ensure that the platform meets your specific needs. However, please note that there is a cost associated with this service. For more information, please refer to the Customization Support FAQ and Guidelines