Adjust filter for "Case query for customer"

[Ferdi Weiner]

Hi guys

I want to adjust the filter criteria for "Case query for customer".

Actualy our customer shouldn't see cases in the customer service portal where a checkbox named u_visible_to_customer is false.

I tried to add this filter to the BR and also to the script path, but it didn't worked.

I know that there a extension points in script includes for those filters, but i really don't understand how this works.
Unfortunately i can't find any documentation about this.

Only this KB: Creating custom user roles | ServiceNow Docs

Any advice how to solve this? 🙂

Regards
Ferdi

[brahmi · Accepted solution]

Hello,

Instead using the extension point and the BR behind... I prefer to use the query rule way it's very simple for the Admin/(users) to control the read access to the CSM application.

You can use the Query rule module for controlling the access for CSM application : 

 - set the value of the property to true :sn_cs_queryrules.use_query_rules

- Go to the table or module (Query rule) : sn_query_rule

- Find the line with roles ="sn_customerservice.customer"

- Update the line by adding the filter : u_visible_to_custome = true.

Hope this can help you.

BR,

Nafti

[Ferdi Weiner]

Works like a charm!

Thanks a lot!