Hide choice on incident form for some users

Thereza Van der · ‎07-16-2024

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 · ‎07-16-2024

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

View solution in original post

Sandeep Rajput · ‎07-16-2024

@Thereza Van der The code you have posted is client side code and should be a part of a client script. This code will not work inside a business rule.

Thereza Van der · ‎07-16-2024

I am sorry Sandeep, I have been battling with this for 2 days but cannot get it working. I meant client script. I created 3 different business rules, 4 client scripts, a UI policy, nothing seems to work. On days like these I don't enjoy ServiceNow at all although I love it in general. Can you see the problem on the code?

Yashsvi · ‎07-16-2024

Hi @Thereza Van der,

please use client script:

onLoad client script:

function onLoad() {
    // Call the function to show/hide high priority
    showHighPriorityForBSTServiceDesk();
}

function showHighPriorityForBSTServiceDesk() {
    var userGroups = g_user.getMyGroups(); // Get user's groups
    var priorityField = 'priority'; // Priority field name

    // 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');
    }
}

Thank you, please make helpful if you accept the solution.

MackI · ‎07-16-2024

hi @Thereza Van der

You mentioned business rules which is server-side script but your code is Client Script. So I believe you want to achieve this business objective via a client script

Potential Issues

1. Client-Side Scripting: The code uses g_user and g_form, which are ServiceNow client-side scripting objects. Ensure the business rule is set to run on the client-side.

2. Group Membership Check: The way userGroups.includes('BST-Service Desk') checks for group membership might not be the most reliable method in ServiceNow.

3. Hidden Field Removal: In some cases, if the high priority option was initially hidden by a UI Policy, removing the field using g_form.removeOption() might not work.

4. Another important is pls check your table field Display is True otherwise you see sYS ID Code instead on Name

function showHighPriorityForBSTServiceDesk() {
  var isBSTServiceDeskMember = g_user.isInGroup('BST-Service Desk');
  var priorityField = g_form.getControl('priority');

  if (isBSTServiceDeskMember) {
    g_form.setVisible(priorityField, true); 
    g_form.addOption(priorityField, '1', '1 - High');
  } else {
    g_form.removeOption(priorityField, '1');

    // Optionally, hide the field if empty after removing '1 - High'
    if (g_form.getOption(priorityField) == null) {
      g_form.setVisible(priorityField, false); 
    }
  }
}

Important Considerations:
* GlideAjax: If your ServiceNow instance is very old or highly customized, there's a slight chance this method might not be available. In those rare cases, you can use GlideAjax to call a server-side script that checks group membership and returns the result to the client.
* Best Practices: Even though g_user.isInGroup() is a valid client-side method, using server-side checks for group membership is often considered a better practice from a security perspective. However, for many simple scenarios, g_user.isInGroup() can be a convenient and efficient solution.

A small request from my end, If you like this opinion and your problem is resolved after reviewing and applying it. Please kindly mark this your best answer‌ (Accepted Solution) 🌠‌ OR mark it Helpful ‌⛑‌ if you think that you get some insight from this content relevant to your problem and help me to contribute more to this community

MackI | ServiceNow Developer | 2 *Mainline Certification | LinkedIn Top IT Operation Voice 2023 | Sydney,Australia