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

[Pratiksha Kalam]

Hi Alex,

Please find below link , will help you solve you problem

https://www.servicenowelite.com/blog/2013/12/12/my-groups-requests

If my reply helps you at all, I’d really appreciate it if you click the Helpful button and if my reply is the answer you were looking for, it would be awesome if you could click both the Helpful and Accepted Solution buttons! 

Regards,

Pratiksha

[Community Alums]

Hi Pratiksha,

Thank you for this link!

Would it be possible to please expand on the exact steps to take within ServiceNow to apply this?

Thank you,

Alex

[Community Alums]

Hi Pratiksha,

I managed to complete this and it seems to be working for me!

But when I impersonate the test users it doesn't show their groups tickets, any ideas?

Thank you,

Alex

[Community Alums]

Hi,

OOB, end users can only access only the tickets created by themselves (Caller ID is ME)

Check the ACLs on incident table.

[Marion de Groo1]

End users have access to tickets they have logged themselves only. So even if you create a list view with all tickets created by people in the group they are a member of, they still won't be able to see the other tickets because they do not have access rights to see them.