My Active items widget - how to add an additional activity?

[gjz]

In my company we have super users who are allowed to act on behalf of "regular" users and as a result, they need to see all requests for their department, not just the ones they opened.  I've been trying to figure out how to create an additional activity configuration that will display for the super users, but I'm getting stuck.  It needs to behave just as the Requests activity configuration except the filter needs to be for the department, not the logged in user.

1. I've created a new Activity Configuration called "Department Requests" and set it to go to the same activity portal page my_requests.  I suspect this needs to be changed, but for now I'm keeping it the same.

2. The next step is to create an Activity Configuration Detail record, but I can't select either the task or sc_request table.  The only tables that show up in the list all start with sn_ex_sp.  I saw the post from someone else a few years ago who created a new activity for change requests and tried to follow it, but this is where I got stuck.  Unlike the other person, I'm not able to select any table.

This seems like the correct steps since all I need to do is change the query filter to include additional requests.

Does anyone have any ideas?

[James Chun]

Hi @gjz,

My understanding is that you want the 'super users' to be able to see requests across their department in the Employee Center's 'My Requests' page.

If so, you would need to create/update the My Request Filters [request_filter] record.

Also, do these users have read permission to these records as well?

Cheers

[gjz]

Hi James,

The super users have a custom, modified ITIL license and are able to create read/write and create on behalf of someone else in their department.  They will need to act on the tickets the same as if they are the person it was created for.  Because we have the three levels of access and not just two, the original request filter needs to stay the same for the regular end users and I need a different one for the super users - unless there is a way to limit the record in the filter for the regular users.

[James Chun]

If that's the case, you can create a new filter with a custom Dynamic Filter that would return nothing for normal users and return the department records for the super users. 

[gjz]

Hum, I'm not sure how that will work.  The ability to be a 'semi-itil' user for the super user is through a role.  I already have a dynamic filter for department, but I don't see how I can create one for a role.  Assuming the role is "super_user", how would you go about creating one?