Agents can see only their cases

Vasilis Anastas
Tera Expert

‎03-02-2023 12:53 AM

Hello,

In my company we have 4 departments ( SAP, Applications etc). Εach department has its own customers. So these Customers are Accounts with Contacts inside them.   Inside my company , users of each department are simple users in servicenow with sn_customerservice_manager role. When they log in servicenow , they can see all cases of all departments. I know that I can put filters based on department or assignment group and put on favourites of every user

but My question is : Is there any way users inside my company to have access only in their cases (based on accounts? or department?) 

 

 

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Community Alums
Not applicable

‎03-02-2023 02:23 AM

hi @Vasilis Anastas 

For your requirement do you have any department field in the sys_user table so the department for the agent can be known?

If yes, then can you try to update the read ACL for case table to show records which is same as user department ?

 

Please mark my response helpful and accept it as a solution.

 

Thanks

Akash

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