Business rule to set assigned to and assignment group when new incident is created from Backend

Nasir · ‎04-12-2021

HI All,

I need to create a Business rule that would check if opened by is member of Service Desk then set field values of assigned to, to the user who opened the ticket and assignment group to Service Desk.

Mahesh Kumar3 · ‎04-13-2021

Write a Display BR to check if the the logged in User is member of group or not.

g_scratchpad.membership = gs.getUser().isMemberOf('Service Desk');

Then you can create an onLoad client script and Use the following code:

function onLoad() {

    if (g_form.isNewRecord()) {
        if (g_scratchpad.membership) {
            g_form.setValue('assignment_group', 'sys id of ServiceDesk group');
            g_form.setValue('assigned_to', g_user.userID);
        }
    }

}

View solution in original post

Aman Singh_ · ‎04-13-2021

Hi,

Create a after BR which run on Insert and use the code

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

	// Add your code here
var open=current.opened_by;
 
var gr2 = new GlideRecord('sys_user_group');   
gr2.addQuery('name', 'Service Desk');   //check your group name
gr2.query();  
while (gr2.next()){   
var groupsys = gr2.sys_id;   
}   

var gr = new GlideRecord('sys_user_grmember');   
gr.addQuery('group', groupsys);   
gr.addQuery('user',current.opened_by);     
gr.query();   
if (gr.next()) {


current.assignment_group='d625dccec0a8016700a222a0f7900d06';//sys_id of service desk group
current.assigned_to=open;
current.update();


}





	   
	   
	   
})(current, previous);

Please mark reply as Helpful/Correct, if applicable. Thanks!

Aman