Reassignments of incidents without Reassignment Reason Code

[Yashwanth Reddy]

Users in Field Services assignment groups are able to reassign incidents within Field Services groups without reassignment reason being required. All resolvers, regardless of group or priveleges is required to enter a reassignment reason.
We need to determine if this is a privilege granted to the FS resolver groups or if there is logic in place to not require a reassignment reason when transferring tickets between FS groups
Modify code and/or privileges to require all users to enter reassignment reason when reassigning an incident to another resolver group

Help on script for resolving this

[Punit S]

To modify the behavior of ServiceNow Field Services assignment groups to require a reassignment reason when reassigning incidents to another resolver group, you can update the business rule that is responsible for the reassignment action. Here are the steps to modify the business rule:

1. Navigate to the "Field Service Management" application in ServiceNow.

2. Open the "Business Rules" module and search for the "FSM - Update Incident Resolvers" business rule.

3. Open the "FSM - Update Incident Resolvers" business rule and locate the "reassignIncident" function.

4. Update the "reassignIncident" function to include a check for the reassignment reason field. If the reassignment reason field is empty or null, the function should return an error message and prevent the reassignment from occurring.

Here is an example of the updated code:

function reassignIncident(incident, newAssignmentGroup) { var reassignmentReason = incident.u_reassignment_reason; // Replace "u_reassignment_reason" with the name of your reassignment reason field if (!reassignmentReason) { gs.addErrorMessage("A reassignment reason is required when reassigning incidents to another resolver group."); return false; } // Rest of the function code // ... }

1. Save the business rule.

After updating the business rule, all users, including those in ServiceNow Field Services assignment groups, will be required to enter a reassignment reason when reassigning incidents to another resolver group.

Thanks,

Punit

[Yashwanth Reddy]

Hi Punit, thanks for reply.

But I cannot find "FSM - Update Incident Resolvers" business rule in system.

Suggest any other way

[Punit S]

There can be two possibilities , your instance may have a level of customization on top of baseline object or the business rule may have been updated/renamed . You can check the same with an OOB or other sub-prod instance and try to ensure your instances have baseline objects including FSM - Update Incident Resolvers BR. 

Please mark this correct/helpful if you find reply valuable. 

Thanks,

Punit