Issue with Business Rule to Prevent Incident Resolution Without itil_admin Role

[AlfonsoP]

Hi everyone,

I'm trying to create a Business Rule in ServiceNow that prevents users without the itil_admin role from changing the state of an incident to "Resolved". I've written the following script, but I'm encountering the error message "Invalid update" and can't figure out what's wrong.

Here is the code I'm using:

(function executeRule(current, previous /*null when async*/) {
// Debug logs to check the current state and user roles
gs.log('Current state: ' + current.state);
gs.log('User roles: ' + gs.getUser().getRoles());

if (!gs.hasRole('itil_admin') && current.state.changesTo(4)) {
gs.addErrorMessage('You do not have the correct role to set the state to Resolved.');
current.setAbortAction(true); // Block the update action
}
})(current, previous);

My goal is to display an error message when a user without the itil_admin role attempts to set the incident state to "Resolved" and block the update action. However, the user is still able to update the incident to "Resolved", and the requested error message appears along with another message saying "Invalid update".

Does anyone have suggestions on what might be causing the "Invalid update" error or how to improve this script?

Thanks in advance for your help

[Rohit Singh]

Hi @AlfonsoP ,

Your approach is correct just make sure following points.

1. You have created a before BR in incident table.
2. In BR condition it should be State changes to Resolve.
3. Invalid update will appear because of setAbortAction(true).
4. Use below code.

(function executeRule(current, previous /*null when async*/) {

	// Add your code here

	if (!gs.hasRole('itil_admin')) 
	{
         gs.addErrorMessage('You do not have the correct role to set the state to Resolved.');
	 current.setAbortAction(true);
        }

})(current, previous);

I have implemented same in my PDI it works as expected.

If my response helped, please hit the Thumb Icon and accept the solution so that it benefits future readers and me in getting recognized for my effort towards community.

Regards,
Rohit

[AlfonsoP]

thx for your answer. I get your instructions but I received this messages:

You do not have the correct role to set the state to Resolved.

Error Message

Invalid update

Info Message

Incident INC0010016 has been resolved

I chose a non itil_admin user (bernard laboy)

How can we resolve this? 😕

[Rohit Singh]

Hi @AlfonsoP ,

Can you make sure that your BR is set to before ? I have implemented the same and it’s working fine.

So here in your case BR is getting triggered but only it’s not restricting incident to get resolve. Which possibly seems it’s configured after or async.

[Rohit Singh]

Hi @AlfonsoP ,

Did you check my solution to your question?

Please mark it helpful and accept the solution if it really helped you. This will help other community members and me as well.

Regards,

Rohit