Default view for non itil users

[#1]

I have a group that is not a part of IT that needs to use the system, enter incidents, etc. We want them to be able to behave as if they were IT, view other incidents in the system, and allow other groups to assign to them.

What I have done is created a group to put them in and a role for that group. I have given that role access to the service desk application and modules that allow them to view tasks assigned to them, assigned to their group, etc. The problem I am having is when I create a module that will allow them to enter a new incident record, they get the ess view and not the default view that I want them to have. I have checked the module and it does not have a view associated with it, although I tried to create a view for them that is a copy of the default view but that didn't work... it just defaulted back to ess view.

I think I saw an article somewhere that will allow me to assign tickets to them, but how do I change the views away from the ess view for non itil users without giving them the itil role?

[john_roberts]

The incident query business rule would be the last piece blocking this.
See this thread for more info.

[#3]

It looks like this worked out. Thanks for your help, John.

[Quyen1]

i need help with this issue. I have a outside contractor allow to access our instance but we don't want to give him ITIL role so he won't be able to see everything ITIL see. we want him to be able to update the incident assigned to him.

[marcguy]

I helped another customer set up a new role called 3rdparty and then created some access control rules to give them read/write rights to incidents on the condition they were assigned to them or their group.

[addenkik]

I also have similar type of requirement and as per this thread i created a BR (called Restrict Incident Form Views by Role), added new role to incident/write security rule and last I excluded the new role in incident query BR). But still i the new role group is not able to see the view as itil, can some help me or post the entire changes we have to take care.