User is not able to view assignment groups.

John Vo1 · ‎08-27-2018

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?

Mark Stanger · ‎08-27-2018

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.

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Mark Stanger · ‎08-27-2018

That's correct! That's exactly what it should be doing for that user. If you want it to behave differently in case management vs incident management you need to use a reference qualifier on those fields instead.

John Vo1 · ‎08-27-2018

Wait so the script should show 77 assignment groups when she's looking at a case ticket? Then what is the point of having the above script to only show those 9?

Mark Stanger · ‎08-27-2018

I agree. All I'm saying is that's how your script will work. You're doing this in the wrong place. A query business rule restricts (or allows) access to records in a table from everywhere. It's basically a row-level ACL and it doesn't care where you're accessing the records from.

In the scenario you've provided, you have a user who has both roles and needs to see different groups in the Assignment group field in 2 different places. This is what Reference qualifiers do, not Query business rules.

John Vo1 · ‎08-27-2018

How would I set up a reference qualifier for this one user?

Mark Stanger · ‎08-27-2018

You won't set it up for one user, you'll set it up for the 'Assignment group' field on both tables. Have you ever set up a reference qualifier before?