Two report needs to be built one for the requests raised by IT user and other is Non-IT user.

[karishmanat]

I have created two dynamic filters in ServiceNow:

1. Member of IT Groups
2. Not Member of IT Groups

In my instance, I have two IT groups:

• Service Desk
• Network

For example, Fred Luddy is a member of the Network group, so he is considered an IT user.

My requirement is:  If a user like Fred Luddy (who belongs to an IT group) raises/creates an RITM, that record should appear in the report.

To achieve this, I created a dynamic filter and used it in the report condition. However, even after configuring everything and trying multiple approaches, the report is still not showing the expected records.

I have also attached screenshots of my configuration.

 I need help understanding where the mistake is and why the records are not appearing, even though the user belongs to the IT group.

[Mariam_Ahmed · Accepted solution]

Hi @karishmanat ,

I think the issue is with how the dynamic filter is configured. Before building a custom solution, I'd also recommend checking whether an out-of-the-box (OOTB) dynamic filter can satisfy your requirement.

If you need to proceed with a custom dynamic filter, update your Script Include to return an array of user  for example:

getGroupMembers: function() {
    var userList = [];
    var group1 = 'YOUR_GROUP_SYS_ID';
    var group2 = 'YOUR_GROUP_SYS_ID';

    var gr = new GlideRecord('sys_user_grmember');
    gr.addEncodedQuery('group=' + group1+ '^ORgroup=' + group2); 
    gr.query();

    while (gr.next()) {
        userList.push(gr.getValue('user'));
    }

    return userList; // Returns an array of user Sys IDs
},

type: 'GroupFilterUtil'

2. Configure the Dynamic Filter Option

Navigate to System Definition > Dynamic Filter Options and create a new record with the following values:

• Label: IT Members

• Script: new GroupFilterUtil().getGroupMembers();

• Field type: Reference

• Reference table: sys_user (since opened_by is a reference to the User table)

• Available for filter: Checked

Save the record.

3. Apply the filter in the report

In the report condition builder, configure:

Opened by >is (dynamic) > IT Members

If you found this response useful, please mark it as Helpful and accept it as the Solution to help others with similar questions.

Best regards,

Mariam Ahmed.

[Tanushree Maiti]

Hi @karishmanat 

For this use case , easiest option would be create a Database view.

• Navigate to System Definition > Database Views.
• Create a new view (like u_ritm_it_user).

• Add the Requested Item [sc_req_item] table (Prefix: ritm)
• and the Group Member [sys_user_grmember] table (Prefix: gm).

• Add the Where clause: ritm.opened_by = gm.user
• Create your report on this new Database View and set the condition: Group is [Network]

Regarding Dynamic filter- Refer

KB0746219 Creating dynamic JavaScript filters in reports 

[karishmanat]

Initially, I used hardcoded group sys_ids, and the script was working as expected.

Now, I have enhanced the solution by moving the group sys_ids to a system property to avoid hardcoding and improve maintainability.

However, after this change, the script is not behaving as expected.