Hello Everyone,
We have CSM implemented, and currently, case visibility for agents is restricted based on the account — meaning, agents can only see cases related to their own account. This setup works well, and our Query Business Rules are enforcing this as expected.
However, we noticed that when a user schedules a report to download cases as an attachment, the generated report includes cases from all accounts. This indicates that Query Business Rules are being bypassed in this scenario (which I understand is expected, as Query BRs don't apply here).
As a temporary workaround, we added the same account-based filter condition in a table-level read ACL, and this seems to work.
My question is: is there any other way to enforce this restriction for reports, without modifying table-level read ACLs? I have already tried using report_on and report_view ACLs with the same filter logic, but that didn’t work.
Looking for suggestions on how to handle this without having to continuously adjust table ACLs every time there's a new filter requirement.
Thanks in advance!
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