How to restrict access for user to add specific assignment groups to case forms?

[Miikka_M]

Hi, 

I'm configuring customer service agent workspace instance to customer. I would like to configure that Customer Service agent could only be able to select specific assignment groups to case form.

Basically I would like that Customer Service agent could only add assignment groups he / she is into. Not any groups this user is not added. At the moment Customer Service agent can see every assignment group in company (for example IT groups) and can add them to case form's "assigned to" -field. This should be restricted. Customer agent should only be able to add customer service related assignment groups to case forms. 

Should I do this by business rule or ACL or something else? Is there lowcode / nocode -option for this? Please see picture below.

Best,
Miikka

[Musab Rasheed]

Hello,

Check this out

https://community.servicenow.com/community?id=community_question&sys_id=4b03470ddb092410fb115583ca9619fa

Regards

[Alfredo Fowler]

Thanks for sharing. I found a lot of interesting information here.

[Namrata Ghorpad]

Hello,

You can use the Dynamic filter option - One of My Groups for the Assignment Group field.

Please mark my answer as helpful/correct if it helps you.

Thanks,

Namrata 

[Miikka_M · Accepted solution]

Hi,

And thanks for answers. Seems like there's many ways to do this. I managed to make this work by this way: 

- I had created groups and added customer agent to these groups before
- I made a new group type called "CSM" in sys_user_group_type.do
- I populated the fields in sys_dictionary_override.do as pic below
- I added that previously created CSM group type to every group Customer Agent belongs

-Now agent only can add cases to groups he / she has access.

Can't show you the groups but you can see that the dropdown bar indicates that there's lot less groups to choose 🙂



Hope this helps someone.

Best,
Miikka