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

[Carl1973]

Thanks Mike. I'll look into that

[Arlene H]

Hi Mike,

Thanks for the suggestion regarding Advanced Work Assignment. I agree it's a solid out-of-the-box solution for automated case routing, especially with its access checks before assignment.

However, the issue being discussed here is about manual assignment. Specifically, the reference qualifier for the Assignment Group field on the HR Case form currently shows all groups, even those that do not have access to the case due to COE security policies. This creates a mismatch between what can be selected and what is actually permitted.

If there is a recommended way to align the reference qualifier with COE access out of the box, that would be ideal. Otherwise, we may need to consider too a customisation to filter the list dynamically, which we would prefer to avoid. I am also currently analysing the best solution.

As an alternative, a dashboard or report to highlight cases assigned to groups without access (cases in the blackhole) might be a practical workaround.

Cheers,
ArleneH