Ability to reassign cases to another person in a same group.

Insider · ‎08-09-2022

Once a request is assigned to one member of an assignment group, there is a requirement for another member of the same group to be able to reassign that ticket to themselves. The current state is that once the ticket is assigned to Person A, Person B cannot reassign that ticket either to themselves or another person in the group.

Insider · ‎08-17-2022

Solution on ACL:

gs.getUser().isMemberOf(current.assignment_group.toString())
answer = true;

View solution in original post

Ankur Bawiskar · ‎08-09-2022

Hi,

how are you driving the assignment of the case?

Is it via the UI Action? If yes then ensure you are having valid UI action condition for the visibility.

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Insider · ‎08-10-2022

There is no UI action, but there are ACL's for this field.

Harish KM · ‎08-09-2022

Hi there should be a UI action called "Assigned to me" you need to check the conditions over there.

Regards
Harish

Insider · ‎08-10-2022

There is no UI action, but there are ACL's for this field.