only Servicenow L1 assignment group assigned incident to servicenow L2 and L3 assignment group

[Rajveer]

Hello Expert 

only ServiceNow L1 assignment group assigned incident to ServiceNow L2 and L3 assignment group. How we can achieve 

[Community Alums]

Hi @Rajveer ,

You can achieve this by creating a BR so that it will restrict selection of L2 and L3 groups for users who are part of L1.

Create a before insert/update BR on incident 

Filter Condition: Assignment Group is one of L2, L3

(function executeRule(current, previous /*null when async*/) {
    var userGroup = gs.getUser().getMyGroups();
    var allowedGroup = 'ServiceNow L1';

    var canAssign = false;
    for (var i = 0; i < userGroup.length; i++) {
        if (userGroup[i].getDisplayValue('name') === allowedGroup) {
            canAssign = true;
            break;
        }
    }

    var targetGroup = current.assignment_group.getDisplayValue();
    if (!canAssign && (targetGroup === 'ServiceNow L2' || targetGroup === 'ServiceNow L3')) {
        gs.addErrorMessage('You are not authorized to assign incidents to L2 or L3 assignment groups.');
        current.setAbortAction(true);
    }
// Replace the ServiceNow L1,L2,L3 assignment group name as per your instance
})(current, previous);

Create an ACL that will control the access to the assignment group field, ensuring only L1 users can change it to L2 or L3.

it should be on incident -> assignment group field

(function() {
    var userGroup = gs.getUser().getMyGroups();
    var allowedGroup = 'ServiceNow L1'; // Replace with your L1 assignment group name

    for (var i = 0; i < userGroup.length; i++) {
        if (userGroup[i].getDisplayValue('name') === allowedGroup) {
            return true;
        }
    }
    return false;
})();

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks & Regards,

Sanjay Kumar