Troubleshooting assignment rule not triggered when condition is met<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Issue In Tokyo, Utah, and Vancouver instances, an assignment rule defined in the sysrule_assignment table does not populate the Assignment group field on an incident record when a trigger rule table configuration exists in the trigger_rule_table_cfg table. This article explains why the assignment rule does not run and how to resolve the issue. Steps to reproduce Use an OOTB instance. Go to the sysrule_assignment table and remove all the OOTB assignment rules except the one with the name "Networking";Change the "Active" field of the "Networking" assignment rule to 'true';Create a new incident with the following details: Caller: Abel TuterCategory: NetworkShort description & Description: Test Save the incident and check its Assignment group. It should be set to "Network"Open the "trigger_rule_table_cfg" table and create a new entry with the following settings: Table: incidentTrigger group field: Assignment groupTrigger user field: CallerJournal field: Work notes Repeat the same in step 3. The "Assignment group" field will not be populated. Cause The Trigger user field in the trigger_rule_table_cfg record is set to Caller (caller_id). Because the Caller field is populated when the incident is created, the escalation policy considers the user already assigned and skips the assignment rule. The assignment rule therefore never runs, and Assignment group remains empty. Resolution Use the following steps to resolve the issue: Navigate to https://<instancename>.service-now.com/trigger_rule_list.do and delete or deactivate all trigger rules associated with the incident table.Navigate to https://<instancename>.service-now.com/trigger_rule_table_cfg_list.do and delete or deactivate the trigger_rule_table_cfg record created for the incident table.If a trigger rule table configuration is required, re-create the record in trigger_rule_table_cfg and set Trigger user field to Assigned to (assigned_to) rather than Caller (caller_id). This ensures the escalation policy checks the correct field and allows the assignment rule to run.Create or update an incident record and confirm that the Assignment group field is now populated by the assignment rule.