Hiding Incident Fields Based on Roles or Assignment Groups

[suekoontz]

We are currently on Kingston. We've had a request by management to restrict the view on Incidents assigned to a specific assignment group.  If the Incident is assigned to our Security Group, we want all history, work notes and additional comments fields not visible to any other assignment group.  We have no one in our company that can do any scripting for us.  I'm wondering what the best way is to do this.  Is it just a matter building a Business Rule? We've tried doing that but can't determine how to hide the history.  We've been able to hide any other field (as a test), but can't determine how to hid the history.  Basically, we don't want anyone outside of the Security group to see any of the details within an Incident.  

[Michael Ritchie · Accepted solution]

You just need to create/modify ACLs.  Out of the box there is one on the task.work_notes field which allows users with the ITIL role to view the work notes entries.  The incident table extends the task table so it inherits this ACL.  What you will need to do is modify this ACL to restrict access to the other ITIL folks and create a new one for your security team granting them access.  You can use the condition field to set things like assignment = Security Group.

[suekoontz]

Worked beautifully . . . just needed the guidance to point me in the right direction.

[ar1]

Hi,

we're currently working on the same request, can you share the script or idea how to achieve this, It would be helpful for us..

Thanks in advance