Ticket should not be closed by anyone other than assigned to/assigned group.

Mini7 · ‎01-06-2022

Apart from Assigned to and Group member, tickets should not be closed by anyone.

Requirements:

When tickets moved from one group to another.Restrict Previous group&group members to close ticket and make current group&group members only able to close/resolve tickets.

SCRIPTING:CLIENT SCRIPT

Ankur Bawiskar · ‎01-06-2022

Hi,

how are tickets getting closed? is it via some Close UI Action

you can update the UI action visibility for your requirement

Your earlier Conditions && current.assigned_to == gs.getUserID() || gs.getUser().isMemberOf(current.assignment_group+'')

If no UI action then you can validate this using before update business rule on that table

Script:

if(current.assigned_to == gs.getUserID() || gs.getUser().isMemberOf(current.assignment_group+'')){
	// allow
}
else{
	// not allowed
	gs.addErrorMessage('Not allowed to close');
	current.setAbortAction(true);
}

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Ankur Bawiskar · ‎01-07-2022

Any reason to use client side script?

1) Approach 1:

you can run onChange client script on State Field change and use GlideAjax and verify if the logged in user is member of that group

OR

2) Approach 2:

Display business rule:

g_scratchpad.isMember = gs.getUser().isMemberOf(current.assignment_group+'');

onSubmit Client Script

function onSubmit(){

	var isMember = g_scratchpad.isMember.toString();
	if(g_form.getValue('assigned_to') == g_user.userID || isMember == 'true'){
		// allow
		return true;
	}
	else{
		// not allowed
		alert('Not allowed to close');
		return false;
	}

}

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader