Hello @manita1
I had the following solution for this. In my example below I use a case type Health and Safety Case (sn_customerservice_hs_case) with the following requirements (I only provide the read configuration as the create/write/delete logic can just be created with normal ACLs or can be inherited from the out-of-the-box case table):
- Only H&S agents can view these cases (sn_customerservice.hs_agent - custom role), normal CSM agents can not
- Only consumers can view there own cases (sn_customerservice.consumer)
You should be able to extend this functionality to your custom needs.
Step 1: Case type table
The case type table has the H&S agent role linked to it. This is not really important, but I think it is clean.
Step 2: Create query rules
Query rule for H&S agents (with condition that is always true as the field is required and the agents can read all cases):
Query rule for consumers:
Step 3: Create table level read ACLs on case type which enforce query rules
ACL for H&S agents (with advanced script):
answer = false;
if(new global.CSMQueryRulesUtil().useQueryRules()) {
var filter = new sn_queryrules.QueryRuleGenerator().getEncodedQuery("sn_customerservice_hs_case", "sn_customerservice.hs_agent");
answer = GlideFilter.checkRecord(current,filter);
}
ACL for consumers (with advanced script):
answer = false;
if(new global.CSMQueryRulesUtil().useQueryRules()) {
var filter = new sn_queryrules.QueryRuleGenerator().getEncodedQuery("sn_customerservice_hs_case", "sn_customerservice.consumer");
answer = GlideFilter.checkRecord(current,filter);
}
Step 4: Update out-of-the-box BR which enforces query rules for cases
There is an out-of-the-box business rule called "Case query rules" which applies the CSM query rules to the case table as before query rules. In this business rule, query rules are applied based on the table of the current record. This business rule will run on the default case table, but also on case type tables (as they extend the default case table). This configuration will make sure that the default query rules will still work on the default case table and on any other case types for which you do not use custom query rules.
The change of this business rule is the only heavy customization in this setup (all other records are additions, not changing out-of-the-box records). But this should be fairly straightforward to catch any updates of this in a skipped record of an upgrade.
Find the script of the BR below, this is the only thing that has been changed.
(function executeRule(current, previous) {
// List all tables which have custom query rules in an object.
var customQueryRuleTables = {
"sn_customerservice_hs_case": true
};
// Get the table name for which the query rules should be enforced.
// If the table has custom query rules, use that table.
// Otherwise use the default case table.
var currentTable = current.getTableName();
var queryTable = customQueryRuleTables[currentTable] ? currentTable : "sn_customerservice_case";
// Create the encoded query.
var currentQuery = current.getEncodedQuery();
var query = new sn_queryrules.QueryRuleGenerator().appendEncodedQuery(queryTable, currentQuery);
// Add the encoded query
current.addEncodedQuery(query);
})(current, previous);
Hopefully this helps!
Kind regards,
Brian
