Business Rule Not Working for Specified Role

Sofija · ‎06-26-2015

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 · ‎06-26-2015

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.

View solution in original post

Sofija · ‎06-26-2015

I think I would be able to make this BS work if I could select that Openedby.Groups contains 'IT INF Service Desk'. However, there is no option for Groups

Mike Allen · ‎06-26-2015

This worked for me:

Sofija · ‎06-26-2015

I wish it worked for me... There must be some other issue or script overwriting this BS.. Thank you for your time!

Pradeep Sharma · ‎06-26-2015

Updated the script on demo..Pls check now..

Sofija · ‎06-26-2015

It works perfectly in the demo instance but does not work on mine at all.. I will have to ask maybe someone from ServiceNow to look at this because even with your help and great step-by-step example it still does not work at all...