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AI search in Next Experience for incident records

alex_gonzales
Tera Contributor

‎05-08-2024 02:38 AM - edited ‎05-08-2024 03:12 AM

Hi Everyone,

 

I noticed whenever an ITIL user search for a name in global search and move to "incident" tab. The ITIL user only see the incidents which is assigned to their group. But when I try it as an admin, I can see all incidents of the user that I searched

Example: 

alex_gonzales_0-1715160903405.png

 

Is there a way to remove that restriction so that ITIL user can see all incidents of the user that they search

Like this:

alex_gonzales_1-1715161016628.png

 

Note: there are NO ACL that is restricting ITIL user to see incidents that are assigned to their group ONLY

 

Thank you,

 

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1 REPLY 1

Prinssi
Mega Sage

‎07-29-2024 09:23 AM

Hi @alex_gonzales - Are you still seeing this issue, or has it been resolved?

We are experiencing a similar issue with AI Search on other tables (like Universal Request).

We tried adjusting the ACLs to try and fix this, but so far have been unsuccessful.

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