Manager access to direct report incidents

[Brian Lancaster]

We have been getting several request from managers to be able to see their direct reports incidents. I added an read ACL with the condition of caller.manager is (dynamic) me. I also tried adding a ACL with current.caller_id.manager = gs.getUserID(). But even with both these ACL when I impersonate the manager and go to list of all incidents I can still only see the person I'm impersonating's incidents. Is there something else I'm missing?

I gave the manager the report_user role so they would not go to the portal and I type incident.list to bring the list of all incidents rather then going to Self-Service > Incidents. I'm trying to find a way to give access without having to do a scheduled report for each manager.

[Brian Lancaster · Accepted solution]

Figured it out, for incident is it an issue with a before query business rule. Note that you also need an ACL. For request item which I got working it was an ACL issue. I was just guessing it would be the same. I saw on another post about Access Analyzer so I used that.

Since it is a high risk BR I have created an enhancement request in the Idea Portal.