How can I make work notes visible only to members of a certain role when an Incident is in a certain assignment group?

[Denton]

In our environment, we have many non-IT users with ITIL roles. ServiceNow is being used for task assignment for the entire company and all this is run off the Incident table.

(Note: I know how bad this is. I inherited this and did not design it. This question isn't about fixing this, it's about working around it.)

There is a role in our organization simply called "IT." All actual IT users have this role.

What I'm trying to accomplish is to set up an ACL (or other solution) where if an Incident has the "IT Operations" assignment group, only users with the IT role can read or write to the work notes on that Incident. I do not want users with the ITIL role, sn_incident_read, or sn_incident_write roles to see work notes for this assignment group unless they also have the IT role. They should be able to view work notes in other assignment groups w/o impediment. 

This feels look it should be easy, but I haven't been able to work it out. It's also very possible I'm just a bad admin. Any help would be appreciated.

[Ankur Bawiskar]

Hi,

you can have field level READ and WRITE ACL on that field

In the role section give the role -> IT

In the condition field give the condition as -> Assignment Group [IS] IT Operations

Regards
Ankur

[Ankur Bawiskar]

@Denton 

ACL screenshot

Regards
Ankur

[Denton]

Here is exactly what I have and it does not appear to be working...

[Ankur Bawiskar]

Hi,

If you don't want to use ACL then another approach

1) Display BR

if(current.assignment_group.name == 'IT Operations' && gs.hasRole('IT')){
g_scratchpad.isValid = 'true';
}
else{
g_scratchpad.isValid = 'false';
}

2) Client Script:

function onLoad(){

g_form.setDisplay('work_notes', false); // 1st hide it

if(g_scratchpad.isValid == 'true'){

// if valid then show and make it editable

g_form.setDisplay('work_notes', true);

g_form.setReadOnly('work_notes', false);

}

}

Regards
Ankur