When an incident is assigned to a Particular assignment group (Confidential Information), we want to Hide those incident records to Other assignment groups members, also should not show/pull in Reports.

[sashichand]

Hi Community,

Need some valuable suggestions to achieve the below requirement.

Requirement : Hide incident Records to be visible for other Assignment group members. And should not be pulled/visible in Reports as well.

Current Configuration: Any person who has the ITIL Role will be able to search and view the Tickets from all other assignment groups.

Now what we have to do is:

1> When an incident is assigned to an assignment group say "Confidential Team", This particular incident should be visible to only these group members. No other team/person should be see this incident, even search result should return zero.

2> This is only for this particular group. This group will only work on the confidential tickets. So no other ticket will be assigned to this team.

3> Everything else should work as it is working in current configuration.

4> 99 percent the ticket will not get re-assigned to any other team once assigned to confidential team.

5> Also can we hide these incidents not to show in Reports as well?

I have been reading the community for the same. There are quite a few post i referred but the requirement is little different.

what i read is that we can define a Read ACL, with some Role and then a BR can be defined to hide the incidents but this worked for all the assignment group tickets ( Mean if a ticket is with some XYZ group, then those ticket are visible only to those group members).

kindly suggest.

Thanks in advance.

[Allen Andreas · Accepted solution]

Hello,

That is quite the post...but to hide records from others, you either need to:

1) Create a whole separate table, which isn't ideal...but just saying...

or

2) Create a custom role and assign it to this assignment group and then in your Incident Read ACLs you need to look them over. You may have several and for the basic read ACLs for Incident that allow all ITIL, etc. to read all incidents...you'd want to add a condition that assignment IS NOT 'x'. Then...in a new Read ACL...you'd put assignment IS 'x' and then add the role to the role section of the ACL. That way all your other Incidents are still read by ITIL EXCEPT...the ones assigned to this team and then the team...has their own ACL with role that allows the to read it.

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

[sashichand]

That worked. Thanks a lot for the suggestion Allen. You were life saver.

[Allen Andreas]

You're absolutely welcome!