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.

[Pradeep Sharma]

Hi Kamile,

So is your req is to check that user with role iti_servicedesk should have assignment group "IT INF Service Desk". Please confirm.

[Sofija]

Pradeep,

Requirement is to default assignment group field on new incident form to 'IT INF Service Desk' if opened by is the user from 'IT INF Service Desk' group.

[Pradeep Sharma]

Thanks Kamile for the update. Can you try the below script and let me know the outcome.

Create a business rule of type before and check insert has true.

var gr = new GlideRecord('sys_user_grmember');

gr.addQuery('group.name','YOUR GROUP NAME');

gr.addQuery('user', current.opened_by);

gr.query();

while(gr.next())

{

   current.assignment_group = 'SYSID of the Group you want to set';

}

Please take the update script above. There was a small correction.

[alan_lowrance]

Since she's using the Filter-Builder I'm going to assume she doesn't have much coding experience so I'll customize that a bit to fit her needs:

And Kamile, so remove your current Conditions altogether and make sure it's not When: Display, but instead do When: Before, and check the box for Insert so it'll run before an insert... i'm assuming that's the only time this would be necessary since the opened_by shouldn't really be changing after the insert.

checkForITILservicedesk();

function checkForITILservicedesk(){

var gr = new GlideRecord('sys_user_grmember');

gr.addQuery('group', 'itil_servicedesk');

gr.addQuery('user', current.opened_by);

gr.query();

if (gr.hasNext()){

     current.assignment_group.setDisplayValue('IT INF Service Desk');

     //or current.assignment_group = 'sysid string of that queue';

}

}

[alan_lowrance]

The WHEN: DISPLAY isn't working on very new records because technically they don't have an Opened_By yet.   It populates that on the client side.   So you'd either have to use a Client Script to also populate the Assignment Group if that's required or have the above WHEN: BEFORE business rule just clean it up for them after they hit submit.