Service Portal users Unable to view tickets for their Department

[LouisG]

Hello,

I have Service Portal users who have no roles or groups that were once able to view Incident Records for their department. We also have a custom field on their user record that ties different departments to their user record so that they can manage incidents for other departments as well. 

After our recent upgrade to Orlando, these users are now only able to view tickets that are assigned to them and not all the other ones open for any of the departments they have access into. 

I tried assigning one of these users an 'itil' role, and then I queried for open incidents across all the associated domains and she was able to view the open Incidents--but without the role, the user is just showed the 1 incident that is assigned to her--this is all done in the Service Portal.

Does anyone have any ideas as to why this is happening? Any help is appreciated. Thank you. 

[LouisG]

Ah, Gotcha! Thank you, Allen for the clarification. I'll be more conscience of how I phrase my questions from now on. 

It ended up being the Incident Query Business Rule like Michael had mentioned--we had to revert it to a previous version. 

Thank you both for your help and insight. I try to learn something any chance I get so I appreciate it very much. 

[Allen Andreas]

Hi,

Yea, it's no problem. That's why I try to explain everything like the way that I did (covering how the query BR works and such). So for the upgrade, it would appear that someone reverted this back to base, so you may want to get with them about that for debrief (this could be a training opportunity).

As part of the skipped changes that are reviewed you have several options at that time and so if the code differs, normally, it is evaluated before just reverting back to base as it can have global impact such as what occurred here.

Take care!

[Saurabh singh4]

Hi

There's so many things to check.

1. Self Service Portal page itself, how it is showing Records can have some filter like if you are the requestor or Requested on behalf.

2. ACL.

3. Query Business Rule.

Etc.

And also, if you have access to a certain record, you can see it whether its in Self service portal or in the Fulfiller view.

Please mark reply as Helpful/Correct, if applicable. Thanks!

Saurabh