Assigning to Any Assignment Group Member

[Blue]

Hello, I am curious. Do you limit ITIL user to only be able to assign to assignment groups but not a member of that group or do you allow an ITIL user the ability to assign to assignment group members directly?

[Sumanth16]

Hi @Blue ,

So I was able to get this working (for multiple groups) with the following:

- Created new role called 'itil_limited'

- Assigned this group the 'itil' role so they can interact with tickets

- Created a Business Rule to run on 'Query' for the 'itil_limited' role, set this as the code:

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

    // Add your code here
if (gs.getSession().isInteractive()) {          
   //Restrict to caller, watchlist, or members of assigned group...
   var u = gs.getUserID(); //Get the sys_id value of the current user
   var g = getMyGroups(); //Get the list of the current user groups
   var q = current.addQuery('caller_id', u).addOrCondition('assignment_group', g).addOrCondition('watch_list', u); //Modify the current query on the incident table
}
})(current, previous);

This allows users in the group to view tickets assigned to other groups if they are the caller, or on the watch list, but restricts their view to only see tickets assigned to a group they are in otherwise.

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda