CSM Query rules

[Nick9424]

I have a requirement to make customer service case type cases visible in the List view to agents based on conditions (assignment group wise, priority, etc..). I tried creating Query rules for my case type table, but the rules are not working.

Can anyone help with this requirement?

[ersureshbe]

Hi, If you deciding to restrict the ticket visibility for agents then you should define the ACL. Query rule will not help you else you should enable domain separation and define the condition and configuration.

[Nick9424]

Hi @ersureshbe ,

Thank you for your response!

Will Query rules work only on restricting tickets for customer/consumer level? it will not work for internal users?

[Koos]

Hi @Nick9424 ,

Maybe you already had your answer, but I had the same issue. 

I had to add script to the read ACL of the case type table, and make the query rule specifically for that table. 

answer = false;
if(new global.CSMQueryRulesUtil().useQueryRules()) {
	var filter = new sn_queryrules.QueryRuleGenerator().getEncodedQueryForRoles('case_type_table','agent_role');
	answer = GlideFilter.checkRecord(current,filter);
}