if want to restrict assigned to field based on caller id location

satya609 · 3 weeks ago

If caller id location is matches with the users in the assignment group then i want to see those users in the assigned to field.

Sarthak Kashyap · 3 weeks ago

Hi @satya609 ,

I tried your problem in my PDI and it works fine for me please check below solution

navigate to your incident record right click on assigned_to field and click on Configure dictionary

In related list of dictionary override check for incident record and open it

In Reference Qualifier add below script

javascript&colon; new global.checkLocationCaller().callerLocationCheck(current.caller_id, current.assignment_group);

Create new Script Include and add below code

var checkLocationCaller = Class.create();
checkLocationCaller.prototype = {
    initialize: function() {},

    callerLocationCheck: function(inc_caller, inc_group) {
        gs.log("SI Called checkLocationCaller");

        var callerCountry = "";
        var u = new GlideRecord("sys_user");
        if (u.get(inc_caller) && u.location && u.location.country)
            callerCountry = u.location.country.toString();

        var result = [];
        var gr = new GlideRecord("sys_user_grmember");
        gr.addQuery("group", inc_group);
        gr.addQuery("user.active", true);
        gr.addQuery("user.location.country", callerCountry); // dot-walk filter
        gr.query();

        while (gr.next()) {
            result.push(gr.user.toString()); // only user sys_id
        }

        return "sys_idIN" + result.join(",");
    },

    type: 'checkLocationCaller'
};

Result:

Caller Location Country is USA

In Assignment Group Below users location country is USA

So When I click on Assigned To it will show me users which country is USA

Please mark my answer correct and helpful if this works for you

Thanks and Regards,
Sarthak

View solution in original post

satya609 · 3 weeks ago

Hi sarthak,

Code is working as expected. Thanks for your contribution

Simon Hendery · 3 weeks ago

Hi @satya609

When you have time, please take a second to mark @Sarthak Kashyap's reply as an 'Accepted Solution' and 'Helpful'.

In doing so, you are not only acknowledging the time and effort that was put into responding to your question, you're also helping future readers who might have similar queries.

Thank you!