only assignment group members should resolve incident

[maheshchaudhary]

Hi All,

    I have a requirement. Tickets can be resolved or closed by the Person if He or she is :-

1) Caller

2) Opened By

3) Member of Current Assignment Group.

How to achieve this.,

[Pradeep Sharma · Accepted solution]

Hello Mahesh,

Step 1: You can include the condition in UI action to only show button if it satisfies one of the conditions you have mentioned above.

Include condition as

current.caller_id == gs.getUserID() || current.opened_by == gs.getUserID() || gs.getUser().isMemberOf( ­current.assignment_group.name)

Step 2: Create a BEFORE business rule on Incident table with filter condition with state changes to resolved and the condition mentioned above. If it satisfies then abort the record with a message.

Reference:

Getting a User Object - ServiceNow Wiki

http://wiki.servicenow.com/index.php?title=GlideSystem#gsc.tab=0

Business Rules - ServiceNow Wiki