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?

[Prashant Rakesh]

Hey

[rschader]

I too am facing this issue and want exactly what littlce posted. I am on the Berlin release.


Here's what has been done.

I have created a new role 'CY_EUVSoft'. This role was added to the 2 incident read and write access controls, similar to the itil role. Then the new role added to 8 incident modules, and also added to a new module 'Open EUV Software'.

This new module was added to a new application named 'EUVSoft'.

I granted a user ('Omez') the CY_EUVSoft and View_Change roles

I did not find the 'incident functions' business rule — maybe it was deprecated in Berlin? I did modify the 'incident query' business rule (similar to what littlce did):

if ((!gs.hasRole("itil") && !gs.hasRole("CY_EUVSoft")) …


And the results are:

I impersonate Omez. I can see the EUVSoft application and Open EUV Software module. I click on the module and see the filtered list as expected. However, the Incidents list is using the Self-Service view. I can see and change to other views except I can only see Default view — I cannot change to it. I have the same view behavior within the incident form.

I believe this is a security issue but have reviewed my steps and everything looks right. I added the itil role to Omez and of course everything works (except Omez see other modules which I don't want him to see).

Any guidance?

[naveenms88]

hi I have created an UI action in approver form..." UPDATE RITM",

function displayRITMRecord() {

        var dialog = new GlideDialogForm('Review & Update ', 'sc_req_item');

        dialog.setSysID(g_form.getValue('document_id'));

        dialog.addParm('sysparm_view','Approver');     ---- it works only for ITIL users and not for ESS users. So, used the below global business rule.

        dialog.addParm('sysparm_form_only','true');

        dialog.render();

}

created a global business rule as below to show the APPROVER view( in RITM )   to ESS approver when clicks on UPDATE RITM.

// populate the default value for the caller

function sc_req_itemGetViewName() {

      if (gs.hasRole("itil"))

  {return;}

  if (view.startsWith("approver"))

      {return;}

  if (view == "sys_ref_list")

      {return;}

  answer = "approver";

}

function sc_req_item_listGetViewName() {

sc_req_itemGetViewName();

}

I dont see any luck in getting my APPROVER view shown to the end user through UI Action. Kindly help