How to exclude certain tickets based on Assignment Group

[j0unss]

Hi,

I have requirement that tickets from Case table where Assignment Group is "Group A" should be only visible for Group A, not others. Those should not appear in list views etc unless user is a member of "Group A". Other tickets should be visible for everyone. 

Any idea how to approach this?

Thanks,

-j0unss

[HIROSHI SATOH · Accepted solution]

To meet this requirement, you can use Access Control Rules (ACLs) in ServiceNow to restrict the visibility of records in the Case table based on the Assignment Group.

Steps:

1. Create an ACL:

   • Create a new Read ACL for the "Case" table.
   • Set the condition to check if the Assignment Group is "Group A".
   • In the ACL script, check if the current user is a member of "Group A".
   • For example, you can use the following script:
     // Check if the user is a member of "Group A" answer = gs.getUser().isMemberOf('Group A');

2. ACL for Other Groups:

   • Create another Read ACL for the "Case" table where the Assignment Group is not "Group A".
   • Ensure this ACL allows all users to access these records.

This setup ensures that tickets assigned to "Group A" are only visible to members of that group, while other tickets remain accessible to everyone.

[HIROSHI SATOH · Accepted solution]

To meet this requirement, you can use Access Control Rules (ACLs) in ServiceNow to restrict the visibility of records in the Case table based on the Assignment Group.

Steps:

1. Create an ACL:

   • Create a new Read ACL for the "Case" table.
   • Set the condition to check if the Assignment Group is "Group A".
   • In the ACL script, check if the current user is a member of "Group A".
   • For example, you can use the following script:
     // Check if the user is a member of "Group A" answer = gs.getUser().isMemberOf('Group A');

2. ACL for Other Groups:

   • Create another Read ACL for the "Case" table where the Assignment Group is not "Group A".
   • Ensure this ACL allows all users to access these records.

This setup ensures that tickets assigned to "Group A" are only visible to members of that group, while other tickets remain accessible to everyone.

[Amit Verma · Accepted solution]

Hi @j0unss 

You can take reference from below links for your requirement :

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790987

https://www.servicenow.com/community/developer-forum/limit-visibility-of-assignment-groups-to-see-on...

https://www.servicenow.com/community/sysadmin-forum/creating-user-group-with-restricted-access-to-in...

Thanks and Regards

Amit Verma