Reference qualifier for HR cases based on COE Security policy

[Carl1973]

Hi experts

I'm looking to fix a flaw in ServiceNow HR security where a case can be assigned to a group and/or user who does not have access to view or edit the case due to the COE security policy configuration, ServiceNow have advised that there is no OOTB solution to align these two things up, but if you know of one then that is an ideal situation and please let me know.

So, if not ootb solution is available, I'm looking to do a script include I can use in the reference qualifier for hr case assignment_group field.

Any and all help appreciated.

Carl

[Community Alums]

Hi @Carl1973 ,

This is going to be a custom solution, please beaware of the maintenance during upgrades.

[Mame Diarra]

Hi @Carl1973, if that could help, I have implemented a quite similar requirement days ago. Now groups displaying under assignment group are based on the subject_person region.

In other term, we can't now assign a case to user/groups which doesn't have access to the case.

Here is how I did it : 
- Create a script include which take an object as a parameter and return the list of groups related to the COE. then in the script I use the function 

GlideFilter.checkRecord() from servicenow to check the matching COE based on the region from the subject_person

- Call the script include as a ref qual for asignment group field 

It's quite simple to achieve. Hope this help, let me know if you want me to provide the script I've built.

Regards,

[Carl1973]

Yes the script would be helpful please

[michaelj_sherid]

@Carl1973 Have you tried using Advanced Work Assignment? The OOtB code does a check to see if the user has access to the case prior to assignment. This would be the recommended way to go -vs- customizing the standard assignment (using assignment & matching rules).

Regards,

Mike