ITSM

[piyushsewak]

Hi Team,

I do not want any user to assign Incidents to a specific assignment group in ServiceNow and Only the members of the respective can assign the Incidents.
How can we achieve this?

[aruncr0122]

Hi @piyushsewak ,

Goal :
Prevent non-members of a specific assignment group from assigning incidents to that group.
Only users who are members of the assignment group can assign incidents to it.

Use a Before Update Business Rule on the Incident table.
Script Example:

(function executeRule(current, previous /*null when async*/) {

// Only check if the assignment group changed
if (current.assignment_group.changes()) {

var newGroup = current.assignment_group;
if (!newGroup) return; // no group selected

var groupMembers = new GlideRecord('sys_user_grmember');
groupMembers.addQuery('group', newGroup);
groupMembers.addQuery('user', gs.getUserID());
groupMembers.query();

// If current user is NOT a member of the group
if (!groupMembers.next()) {
gs.addErrorMessage("You are not allowed to assign this incident to the selected group.");
current.assignment_group = previous.assignment_group; // revert to previous
current.setAbortAction(true); // stop update
}
}

})(current, previous);

Configuration

Table: incident

When: before

Insert: false

Update: true

Condition: current.assignment_group.changes()

Alternate approach:

You can also control this through Access Control:

Steps:

Create a new ACL on the incident.assignment_group field.

Type: record
Operation: write

Condition:
answer = gs.getUser().isMemberOf(current.assignment_group);

Also allow ITIL or admin users if required:
answer = gs.hasRole('admin') || gs.getUser().isMemberOf(current.assignment_group);

[Sarthak Kashyap]

Hi @piyushsewak ,

I tried your problem in my PDI and it is working fine, please check below script 

Create before BR on incident table and add below code 

(function executeRule(current, previous /*null when async*/) {

	// Add your code here
	if (current.assignment_group.changes()) {
        var group = current.assignment_group;
        var user = gs.getUserID();

        // Check if user is a member of that group
        var grMember = new GlideRecord('sys_user_grmember');
        grMember.addQuery('group', group);
        grMember.addQuery('user', user);
        grMember.query();

        if (!grMember.next()) {
            gs.addErrorMessage('You cannot assign incidents to this group. You must be a member of the group.');
            current.setAbortAction(true);
        }
    }

})(current, previous);

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak