Hide choice on incident form for some users

[Thereza Van der]

Hi everyone

Please see if you can see what is wrong with my code. I created a business rule that should hide the 'high priority' option on the incident form for all users except those in the BST-Service Desk group. It does not seem to work? Only Service Desk should be able to raise the priority to P1 (High).

function showHighPriorityForBSTServiceDesk() {

    var userGroups = g_user.getMyGroups(); // Get user's groups

    var priorityField = g_form.getControl('priority'); // Priority field control

    // Check if the user belongs to the "BST-Service Desk" group

    if (userGroups.includes('BST-Service Desk')) {

        // Show the high-priority option (e.g., add it back to the choice list)

        g_form.addOption(priorityField, '1', '1 - High');

    } else {

        // Hide the high-priority option

        g_form.removeOption(priorityField, '1');

    }

}

Thanks

Thereza

[Robbie]

Hi @Thereza Van der,

Appreciate some days in the life of a SN dev/admin can be challenging.

It seems you have a mix of Server side code and Client side code in your example and simply put - it wont work.

Here's the solution. You need to call a Script Include (Server Side code) from a Client Script (Client Side).

Use the below which is tried and tested. Please note however, Priority is normally a calculated field driven by Impact and Urgency.

Do you/your org not calculate this, it's a select-able and editable field?

Client Script:

function onLoad() {
   
    
    var priorityField = 'priority'; // Change this to 'impact' if you want to test on another field which should be editable (OOB config)
    var groupName = 'ACME Support'; // Rather than hardcoding, can we use a form field such as Assignment Group to make this dynamic?
    var sysid = g_user.userID; //get current user sysid
    var userGroupGA = new GlideAjax('global.CheckUserGroup'); //script include name
    userGroupGA.addParam('sysparm_name', 'getgroup'); //function name
    userGroupGA.addParam('sysparm_name_sysid', sysid); //passing sysid to server
	userGroupGA.addParam('sysparm_name_groupName', groupName); //passing group name to server
    userGroupGA.getXMLAnswer(getGroup);

    function getGroup(response) {
        if (response == 'true') {
            g_form.addInfoMessage('Part of group');
			//g_form.addOption(priorityField, '1', '1 - High'); // You don't need to add this as it's part of the default list, you only need to remove it in the else
        } else {
            g_form.addInfoMessage('Not Part of group');
			g_form.removeOption(priorityField, '1');
        }
    }
}

Script Include:

var CheckUserGroup = Class.create();
CheckUserGroup.prototype = Object.extendsObject(AbstractAjaxProcessor, {
    getgroup: function() {
        var usersysid = this.getParameter('sysparm_name_sysid');//getting usersy sid from client
		var groupName = this.getParameter('sysparm_name_groupName');//get group from client (Dynamic and should be used)

        var mem = new GlideRecord("sys_user_grmember");
        mem.addQuery('user', usersysid); //filtering current user
        mem.addQuery('group.name', groupName); 
        mem.query();
        if (mem.next()) {
            return true;
        } else {
            return false;
        }
    },
    type: 'CheckuserGroup'
});

Screen shot:

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Thanks, Robbie

[Thereza Van der]

@Robbie 

Attached the screenshots as requested.

[Thereza Van der]

Hi Robbie 🙂

Regarding your comment below you are correct, priority is a calculated field driven by Impact and Urgency.

Please note however, Priority is normally a calculated field driven by Impact and Urgency.

Do you/your org not calculate this, it's a select-able and editable field?

[Robbie · Accepted solution]

Hi @Thereza Van der,

Thanks for confirming. As an FYI and something you should be mindful of is the Priority lookup Rules. It's here where the Priority is calculated from a matrix of Urgency and Impact values.

To view these, type and select: Priority lookup Rules in the In the Navigation menu.

If group membership were not an issue, you could simply update the Lookup rule that when Urgency and Impact are '1 - High', the Priority could be set to '2 - High' (Rather than the Out Of Box default of '1 - Critical').

No code would be needed, however, group membership is in context so we will need to use a Script Include and Client Script with a slight tweak to what was provided before.

Rather than remove the option of Priority 1, as this is a read only and a calculated value, let's remove the impact value of 1 which essentially means based on the Priority Lookup Rules, if Impact of 1 can not be selected, then the Priority can never be 1 (Assuming the Lookup rules have not been changed)

Client Script:

function onLoad() {
   
    
    var priorityField = 'impact'; // Change this to 'impact' if you want to test on another field which should be editable (OOB config)
    var groupName = 'BST-Service Desk'; // Rather than hardcoding, can we use a form field such as Assignment Group to make this dynamic?
    var sysid = g_user.userID; //get current user sysid
    var userGroupGA = new GlideAjax('global.CheckUserGroup'); //script include name
    userGroupGA.addParam('sysparm_name', 'getgroup'); //function name
    userGroupGA.addParam('sysparm_name_sysid', sysid); //passing sysid to server
	userGroupGA.addParam('sysparm_name_groupName', groupName); //passing group name to server
    userGroupGA.getXMLAnswer(getGroup);

    function getGroup(response) {
        if (response == 'true') {
            g_form.addInfoMessage('Part of group');
			//g_form.addOption(priorityField, '1', '1 - High'); // You don't need to add this as it's part of the default list, you only need to remove it in the else
        } else {
            g_form.addInfoMessage('Not Part of group');
			g_form.removeOption(priorityField, '1');
        }
    }
}

Script Include: (The same as before, but just in case)

var CheckUserGroup = Class.create();
CheckUserGroup.prototype = Object.extendsObject(AbstractAjaxProcessor, {
    getgroup: function() {
        var usersysid = this.getParameter('sysparm_name_sysid');//getting usersy sid from client
		var groupName = this.getParameter('sysparm_name_groupName');//get group from client (Dynamic and should be used)

        var mem = new GlideRecord("sys_user_grmember");
        mem.addQuery('user', usersysid); //filtering current user
        mem.addQuery('group.name', groupName); 
        mem.query();
        if (mem.next()) {
            return true;
        } else {
            return false;
        }
    },
    type: 'CheckuserGroup'
});

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Thereza Van der]

Thank you Robbie for going out of you way to assist me. REALLY appreciate it!