How can expand CSM Query rules to separate data between teams of the same company ?

[Wiwiz]

Hi, 

I have requirement to separate data based on the teams,  so the team can only access tickets opened by customers of the same company. how can use query rule csm  table to manage access between different teams of the same comapny in terms of what they should see ?

If there's another way of separating data on the agent side using query rules, I would be interested.

Thanks a lot for response 

Best regards 

[Tony Chatfield1]

Hi, any solution will depend on your configuration and security requirements.
The simplest solution could be to use a query business rule on your tables and filter by company

Before Query business rules (servicenow.com)

Utilizing GlideUser getCompanyID() method to allow you to filter records based on logged in users company.

GlideUser | ServiceNow Developers

[Wiwiz]

Hello Tony,

Thanks a lot for your response 🙂

To give you more details about our requirements:
1- data separation on the customer side is based on query rules table (OOB).
2- the customer is considered as an external user and is associated with an account
3- Agent is considered an internal user and is not associated with an account.
For the moment we only have the notion of accounts but not the notion of company.
We want to separate the data on the agent side, by expanding the query rules (OOB table), so the agents of an entity will only see the data for their own entity.
For the moment we're not sure what criteria we should use to make the separation?
Could you suggest the best way of doing this?

Thanks