Incident raised by a caller should be visible to caller manager in portal with snc_internal role

[sreenu123]

When an incident is raised, an initial email notification is sent to the caller and their manager. The email body contains a "Take me to incident" link. When the caller clicks the link, they are taken directly to the incident record in the portal. The manager should have the same experience, being able to access the incident record in the portal and view all notes and attachments.

[Sandeep Rajput]

@sreenu123 You need to update the read ACL on incident table which grants access to the caller. In that ACL, you need to check if the logged in user is the manager of current record's caller and if the condition evaluates to true then grant the access.

Here is an example script.

var incident = current;
answer=false;
  var callerManager = incident.caller_id.manager;
  if (callerManager == gs.getUserID()) {
      answer= true;
  }

If you do not wish to make changes in the ACL then an alternate could be to add the manager in the watchlist of the incident. This will also grant them access to the incident. A business rule on the incident table can be written for this purpose.

Hope this helps.

[Ankur Bawiskar]

@sreenu123 

out of the box there is incident query BR and it will show incidents if logged in user is caller or opened by or present in watchlist

you will have to update the query BR and table level READ ACL which are OOB.

This will be a platform impact.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[sreenu123]

When a user submits a facilities request, an email notification with a "Take me to Facilities Request" link is sent to both the user and their manager. While the user can access the facilities  request details via the link, the manager receives a "sorry, you don't have access or record not found" error when clicking the same link.

[Ankur Bawiskar]

@sreenu123 

that's how the OOB behavior is due to query business rule and table level READ ACL

I already informed you need to update both to handle that

If my response helped please mark it correct and close the thread so that it benefits future readers.