User is not able to view assignment groups.

[John Vo1]

I have this BR that helps filters out assignment groups depending on the role.  I have this one user that has both sn_customerservice_agent and itil role.  But when I impersonate her I'm unable to pull any of the groups up under incidents and case.  Can someone help?

[John Vo1]

How would that reference qualifier look like and where would it go?  Something like this?

javascript:GetGroupFilter('database,network')

[Mark Stanger · Accepted solution]

Here is an example of how you could create an advanced reference qualifier for the 'Assignment group' field on the 'Case' table.  You'll start with a script include.

Create a script include that looks just like this...

Here is the script you would use...

function getCaseGroups() {
	var groupNames = "Accounts Receivable _ JIB, Revenue, Division Order, Payables, Regulatory, Production Reporting, Lease and Contracts Information, Land and Operations, SCOR Customer Care Center";
	return groupNames;
}

Then right-click the 'Assignment group' field label on your 'Case' form and select 'Configure -> Dictionary'.

If your 'Case' table extends from the 'Task' table you'll need to create a dictionary override for the 'Case' table using the related list at the bottom of the dictionary form.  You can check the 'Override reference qualifier' box and then supply the reference qualifier value in the 'Reference qualifier' field on the override.  Here is the reference qualifier you would use...

javascript: 'nameIN' + getCaseGroups();

You can repeat this same process (changing function names, etc.) with another script include and dictionary override for the incident table.

[Mark Stanger]

Also note that you'll want to disable/delete your query business rule when this is in place.

[John Vo1]

Mark,

Does it have to be under Global or Customer Service for the application?

Thanks,

John

[John Vo1]

Mark,

All I needed was the script include for getCaseGroups and it's working.  Thank you for the help.

John