The Assignment rule is not triggered even if the applicable condition is met. - Support and Troubleshooting

The Assignment rule is not triggered even if the applicable condition is met. Description In Tokyo and Utah instances, define the "Assignment group" in the sysrule_assignment table and "Trigger Rule " in the trigger_rule_table_cfg table.

When navigating to the incident table and creating/updating the incident record, no value is set to the "Assignment group" field.

The issue is reproducible on OOTB Tokyo, Utah and Vancouver instances. It is not an instance domain-separated issue.

Steps to Reproduce 1. Use an OOTB instance. Go to the sysrule_assignment table and remove all the OOTB assignment rules except the one with the name "Networking";

2. Change the "Active" field of the "Networking" assignment rule to 'true';

3. Create a new incident with the following details: Caller: Abel Tuter Category: Network Short description & Description: Test

4. Save the incident and check its Assignment group. It should be set to "Network"

5. Open the "trigger_rule_table_cfg" table and create a new entry with the following settings: Table: incident Trigger group field: Assignment group Trigger user field: Caller Journal field: Work notes

6. Repeat the same in step 3. The "Assignment group" field will not be populated.

Resolution This issue due to the escalation policy feature is just being used improperly.

The "Trigger user field" of trigger_rule_table_cfg is meant to be a field that the assignment rule targets. This means an assignment rule should "assign" someone to the task using the "Trigger user field" (it defaults to "assigned_to").

If there is already a user-populated in the "Trigger user field" field, then there is no point in running the assignment rule, so it exits. The STR calls for filling in that field (caller_id). As a result, the assignment rule doesn't run because it doesn't need to assign anyone.

Workaround Please refer to the following relief to solve the issue:

1. Remove both trigger rule table config and trigger rules: https:// .service-now.com/trigger_rule_list.do https:// .service-now.com/trigger_rule_table_cfg_list.do

2. Add the trigger rule back, and the assignment rules return to functioning.