ITIL user needs to Create, Promote, Propose a Major Incident in SOW view

[sayan-ghosh]

Hello Team,

I have requirement that only ITIL user can able to Create, Propose and Promote a Major Incident in SOW view.

For Native View I have created a Condition.
1. For service_desk user can able to create P1 and P2 incident (Propose As a Major UI action is visible to only service_desk )

2. Major Incident Manager cannot able to see Propose As a Major Ui action, Only after service_admin Propose it as a Major Incident, then Major Incident Manager able to see the Promote as a Major UI action.

But In SOW View, I don't want any restrictions, It should be OOB.

Best Regards

[Dr Atul G- LNG · Accepted solution]

Hi @sayan-ghosh 

But In SOW View, I don't want any restrictions, It should be OOB.

Atul: 

You need to understand that Workspace (WS) and the native view are just different interfaces—the actual actions you perform happen at the table or role level. So ideally, whatever you've implemented in the native view should also be reflected in Workspace to keep the environment consistent and in sync. Otherwise, users may notice the discrepancy and start manipulating records by switching views.

In practice, avoid making these two interfaces behave differently.