Simple List filter not showing all items

[Carl Murray]

All,

We have a Simple list for Incidents with this filter:

active=true^caller_idDYNAMIC90d1921e5f510100a9ad2572f2b477fe^ORu_affected_userDYNAMIC90d1921e5f510100a9ad2572f2b477fe

This is to show all Incidents opened if the Caller is "Me" and all if Affected User (Custom Field) is "Me"

However, only the items for Caller are visible. We have already updated the Incident query business rule to include Affected User, so the items do show up for our "requests" drop down.

We are trying to figure out why it is not showing in the simple list.

Thanks,

Carl

[darius_koohmare]

The following syntax would be correct:

active=true^opened_byDYNAMIC90d1921e5f510100a9ad2572f2b477fe^ORu_affected_userDYNAMIC90d1921e5f510100a9ad2572f2b477fe

*check if the field name is properly spelled in the actual column

*check if you have any active incidents where only affected by user matches

[Carl Murray]

Darius,

We do not want to use Opened By. The Caller can be set by a technician, who would be the opened by. The caller_id portion of the code is working. The u_affected_user portion is what is not working.

In our test environment, I have 2 incidents open for our test user. One which has that user as the caller, one where they are the affected user. I can see the one where they are the caller.

Thanks,
Carl

[jesseadams · Accepted solution]

Hey Carl,

There is a read ACL for incident in the base system that says the following:

current.opened_by == gs.getUserID() || current.caller_id == gs.getUserID() || current.watch_list.indexOf(gs.getUserID()) > -1;

This gives the user read access if they opened the incident, are the caller or are on the watch list.

Assuming you haven't changed you incident ACLs too much, you probably need to add your u_affected_user column to this condition to allow the users read access to those records.

I'm not sure if the sys_id from my instance will match yours but here is the link in case it does:

/sys_security_acl.do?sys_id=7da3bda1c0a801667dc88c1e9527f776