All Incidents where Caller is a member of my group?

[Community Alums]

Hi All,

I have added a simple list widget on the self-service portal to display the specific users/callers open incidents.

What I am now trying to achieve is a similar widget/list to show all active incidents where the caller is a member of the signed in callers group/groups.

'My Groups Opened Incidents' but not assignment group, caller group.

I cannot find a way to achieve this with the currently available filter options.

Any help would be much appreciated.

Thanks!

Alex

[Jagadeesh R1]

Hello, 

You can try below steps

Go to the incident list and set the filter conditions as below

Copy the query of the filter ans paste it in a notepad. Right click on the filter and select copy query

Now go to the widget you added in the page designer and select edit option

Now paste the query saved in notepad in the filter section and save

[Community Alums]

Hi Jagadeesh,

Many thanks for your response!

Unfortunately this did not work 😞

I have created 2 test tickets, the caller on both is TEST USER 1 & TEST USER 2, both are members of one group 'Finance'.

When logged into the portal as them, it displays nothing.

Any more ideas?

Thanks again,

Alex 

[Jagadeesh R1]

Hello,

     Please explain the caller filter condition in the scenario. You want to display the incident list who are members of particular assignment group or assignment group members of logged  in user or any other conditions?

Regards,

jagadeesh

[Community Alums]

Hi Jagadeesh,

I will explain a user experience and hopefully this will explain my issue better!

Test User 1 logs an incident, this user is a member of the group Finance.

Test user logs into the portal and can see all incidents he/she has raised (which is what has been set up) BUT also can see all tickets raised by members of the group Finance (which is not set up).

I would like to stay away from assignment groups in this scenario as a ticket raised by the finance team would be assigned to Service Management, then other teams in the business to resolve.  So using assignment group wouldn't work.

It's for the user to have visibility of all incidents raised by members of his/hers group - not assigned to his/hers group.

I hope this helps!

Thank you,

Alex