Need ability to restrict P1/P2 Incident escalation/creation of tickets

[Christian22A]

If a user is not part of a particular group they should be restricted from selecting Impact and Urgency options that would calculate a high priority creating a P1 or P2 Incident.  How can this be achieved?

[Danish Bhairag2]

Hi @Christian22A ,

You need to create a before insert update BR in servicenow & paste the below code

(function executeBefore(current, previous) {

 // Check if the user is not part of the specific group

if (!gs.getUser().isMemberOf('Group Name')) {//Enter proper group name

gs.addErrorMessage('Only Users of this group are allowed to raise a P1/P2 incidents');
current.setAbortAction(true); 
 }

})(current, previous);

Thanks,

Danish

[Christian22A]

I came across an article that I thought was similar, but I was unsure.  The resolution stated "Use an onLoad client script and a GlideAjax script include to check the roles or groups that were given and restrict Impact and Urgency options that calculate a high priority from being selected using "g_form. removeOption".  What is your opinion on this approach?

[Danish Bhairag2]

Hi @Christian22A ,

I think we can go with BR which will be a quicker way as well as whenever anyone tries to update or insert a record it will show an error message & cancel update.

Going via client script is also correct but over there in order to find whether logged in user is part of a certain group or not we need to have a script include which needs to be called using GlideAjax & based upon the values returned from the script include make the fields read only or something like that.

If u go with client script u need to use On load script.

both the ways we can achieve the solution.

Thanks,

Danish