Business Rule Not Working for Specified Role

[Sofija]

Hello! I feel a little stuck with a business rule which does not seem to be running correctly, and would appreciate your help.

My objective was to create a BS on Incident form that would default Assignment Group based on the role Opened by user had. I did create a role called itil_servicedesk and assigned to certain groups. I also created the following BS rule:

However, once I go on to test the functionality works only for me as an admin (though I am dont have itil_servicedesk) role, but does not work for the groups that have the itil_servicedesk role. Any ideas why? I would like it to work only for itil_servicedesk role and it should not work for admins.

[alan_lowrance]

Updated my code

[Pradeep Sharma]

That is not correct. There is no field called Role. Can you please have a look on the demo and let me know if you are blocked.

[alan_lowrance]

Oh, Kamile I see another problem.   The sys_user_grmember table only keeps track of User-Group associations so whatever group contains the itil_servicedesk role is the one you need to put in there.

Remember: Never give roles directly to people, add people to groups, and the groups contain the roles.   That is best practice here, just like in Active Directory because it's easier to administer group memberships than individual roles on everyone and everything.

[Sofija]

I never do give roles directly to people... I always add them to groups..

[Pradeep Sharma · Accepted solution]

Ok..I've constructed an example in the below demo link where it is working. Please check for reference.

Business rule name : check role

https://demo007.service-now.com/login.do

Username : admin

Password : admin

Steps for testing : Impersonate as a user "Abel tuter"

Basically it will set the assignment group to "Database" if the opened by has the group "Cab approval".

For demo purpose I've made "Abel tuter" the member of the group.