Restrict Channel choices in incident form for specific assignment group

[Codi]

Hi Everyone,

Just had a question I was hoping to get some guidance on ServiceNow environment.

I have a case that we need to restrict the choices in Channel field in incident form to specific assignment group.

For example: Group ABCD can only select Chat in Channel field.

Is there any documentation that can help me to achieve this.

Thanks in Advance

[Bert_c1]

Hi codi,

I don't have a 'Channel' choice field on the incident table.  But you can use a Client Script defined on the incident table, runs 'onLoad' and has script logic like:

        if (g_user.hasRole('ABCD')) {
            g_form.removeOption('u_channel', 'value_1');
            g_form.removeOption('u_channel', 'value_2');
//         add more like the above.
        }

Good luck. I found OOB example named "Restrict case types outside of CIs" defined on the 'sn_slm_case' table. The script there has:

function onLoad() {
    g_form.removeOption('case_type', ''); // Removed  --None-- from options
    var isNewRecord = g_form.isNewRecord();
    if (isNewRecord || (g_form.getValue('state') == '10')) {
        g_form.removeOption('case_type', 'supplier_onboarding');
        g_form.removeOption('case_type', 'request_supplier_contact');
        g_form.removeOption('case_type', 'offboard_supplier_contact');
        g_form.removeOption('case_type', 'primary_contact_elevation');
        g_form.removeOption('case_type', 'invite_contact');
        g_form.removeOption('case_type', 'elevate_or_restrict_access');
        g_form.removeOption('case_type', 'document_change_request');
        if (isNewRecord && (top.location.href).indexOf('case_type') == -1) // if no preset value from url
            g_form.setValue('case_type', 'other');
        if (!g_user.hasRole('sn_slm.owner')) {
            g_form.removeOption('case_type', 'offboard_supplier');
        }
    }
}