How do I restrict Tickets from certain Groups.
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02-26-2018 11:55 AM
There is an executive support queue for VIP Tickets.
The requirement is to restrict these executive support ticekts from being seen by anyone except the Executive Support Group.
So Incidents > All should show all tickets except those that are assigned to the executive support group.
I know I can use a before business rule as below to segregate the incidents but then the groups would not be able to see other groups tickets. Again I only want to hide the Executive Support Tickets. All other tickets should be visible as normally intended.
if (gs.getSession().isInteractive()) {
//Restrict to caller or members of assigned group...
var u = gs.getUserID(); //Get the sys_id value of the current user
var g = getMyGroups(); //Get the list of the current user groups
var q = current.addQuery('caller_id', u).addOrCondition('assignment_group', getMyGroups()); //Modify the current query on the incident table
}
any help would be great.
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Incident Management

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02-26-2018 12:26 PM
I think you can easily setup a before business rule query on incident table
if (!gs.getUser().isMemberOf('Name of the executive support group')
current.addQuery('assignment_group','sysid of your executive group')
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