For Incidents assigned to FSEdge-SUP limit view to the Opened By and the Caller and FSEdge

[nameisnani]

Hi Team , 

Can anyone please help me on this below request? 

Incidents assigned to FSEdge-SUP limit view to the Opened By and the Caller and FSEdge-SUP grp members.

The purpose of hiding the incidents, and it's not what you achieved in the first instance—we want the tickets hidden irrespective of whether you have an ITIL license or not. ONLY members of SUP group and caller or Opened by is the people who see these tickets

So for example, I am not a member of the support group, nor am I the caller or the opened by user in any of these tickets; that being the case, I should not be able to see them. 

can anyone please provide configuration steps with screenshots for better understanding?

Thanks , 

[Twinkle S]

Hi,

You might want to use Business Rule for this : before Query and use somewhat below code:

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Thanks

[Twinkle S]

Tweak this BR according your need!

if(

current.addEncodedQuery('active=true^opened_byDYNAMIC90d1921e5f510100a9ad2572f2b477fe^ORcaller_idDYNAMIC90d1921e5f510100a9ad2572f2b477fe' ) || gs.getUser().isMemberOf('8a5055c9c61122780043563ef53438e3')){

    gs.log('TS2025 True');

 return true;

}

else{

    return false;

}

If you feel this was helpful, please consider giving thumbs up and if it solved your issue, please mark this correct.

Thanks