Hello,
I'm implementing CSM Pro for a client and I'm using the Industry Data Model to define some internal service organizations who are offering support internally to their clients before they can escalate to the main Service Provider (My client).
The segregation is working fine on the CSM level, a case is only seen by the support team of the internal organisation. It becomes available to the main service provider only when it is escalate to them (using service organization and requesting service organisation fields on the case).
The issue is we can create Incident or a request from the case. The segregation is not working at all on ITSM level (normal as OOB the segregation is using pure CSM objects).
My need is replicate this segregation on ITSM level! Does anyone of you done this? any recommendations?
Shall I create new custom attributes at Task to copy Service Organization and Requesting Service Organisation fields to the ITSM tickets and then use query rules or ACLs to replicate the segregation?
Thanks a lot for your help!
