Private worknote to user's assignment group

[maxpawan2]

Hi,

Current Design - 'Worknotes' to add comments for internal service desk updates and 'Additional comments' to add comments which can be sent to customers.

Requirement - The user should be able to add work notes which are visible to his group. This means if an incident gets assigned to another team, that user comment should not be visible to them or anyone outside the comment's user's assignment group.

Could you please suggest an approach to achieve this requirement?

Thanks,

Pawan

[Bert_c1]

Hi Pawan,

Worknotes are stored in the 'sys_journal_entry' table. You can try a Business rule that runs 'Before' and for 'Query'. That queries the table based on 'name' (table name), 'element' ("work_notes"). And then use the 'sys_created_by' and script logic to check the current user's assignment_group and the that of the 'sys_created_by' user.  Look at existing business rules where "Query" is 'true'.

[maxpawan2]

Thanks for the quick response. Sorry missed one point in the requirement. 

Minor change in the requirement - The user should be able to add work notes which are visible to his group. This means if an incident gets assigned to another team, that user comment should not be visible to them or anyone outside the comment's user's assignment group.  But the user should be able to add work notes which are shared among assignment groups working on this incident. 

I was thinking to add a Group check box for work notes. If the checkbox is selected then that comment should be visible to the user's assignment group's members. Else work notes should be visible to all internal service desks. Additional comments will continue to be visible to customers. 

Now, if I opt for the above approach. I must save the Group checkbox with every work note. 

Please provide your viewpoint and approach to achieve this. 

Thanks again. 

[Bert_c1]

Hi Pawan,

Instead of adding a check box field, why not add a "visible group" field (Reference field to Group table) that when it has a value, make the work note visible to that group.  However, I can not envision how to make that work, given comments and work notes are shown in an Activity list.  I suggest you abandon this, and use group email when a user wants to convey information about a Incident, Change Request, Problem, ... to those in their group.