When using a simple list widget, how can I see incidents with the caller field other than the logged in user? I want to see all active incidents based on the location field.

[Randy33]

I have two simple list widgets on the service portal.  One shows all active incidents for the logged in user (My Open Incidents).  The other (My Team Incidents) show all active incidents based on the logged in users location.  So the app should show their incidents as well as incidents created for others but with the same location.  Works fine with me as an administrator however when testing a normal user, the team list is only showing their incidents and not those created for others.  How do I make it so they see both their incidents and those created for others with the same locations

[Matthew Smith · Accepted solution]

Hi Randy

There is a Business rule called 'incident query' which will be preventing the user from seeing other users incidents. You would need to update the logic in this so that the user can see their own incidents, and other incidents logged at their location. 

- Matt

[Randy33]

Thanks Matthew.

Now I stuck was trying to get the display value of the location instead of the sys_id.

Any ideas?

[Matthew Smith]

Hi Randy

The code you've posted looks fine - why do you want the display value in this scenario?

When building an encoded query like this you need to use the sys_id for it to work I believe. 

- Matt