How to setup a delegate to view a Users incidents?

[pamlaslea]

I have added a supervisor as a delegate to her staffs User profile.   She gets the email notification when the User opens an Incident but is unable to view the Incident. When she clicks on the link in the email notification and logs in, she gets "Record not found".   Do I need her to give her a role to see this?

[Community Alums]

If this person does not have a role already, then yes. The delegate function is for approvals as far as I understand. If you add this person to the watch list of those incidents, then they would be able to view the record. The read ACL on the incident table includes those on the watchlist.

[pamlaslea]

Thanks Tim, but she needs to be able to view "all" incidents opened by her staff so setting the watch list would not work for this. I was hoping if I set her as a delegate for CC notifications (which is working) she would be able to click the link and see the incident reported. Is there a way I can make that work?

[Community Alums]

We tried something similar to what you are attempting, but did not follow through to completion, as it was not required in the end.

We modified the read ACL for the Incident table and added this:

current.assignment_group.manager == gs.getUserID() ||current.assigned_to.manager == gs.getUserID()

It also requires a modification to the 'Incident Query' business rule:

addOrCondition("assignment_group.manager", u).addOrCondition("assigned_to.manager", u)

This of course is contingent on the fact the user in question is set as the manager of the technician the incident is assigned to, or if the user in question is set as the manager of the assignment group to which the incident is assigned. Please keep in mind also that it is not recommended to modify out of the box business rules. Best is to create a copy and deactivate the original. That way any updates in future releases/patches will not be skipped on the OOB records.

Hopefully this points you in the right direction.

Cheers,

Tim

[pamlaslea]

Unfortunately, this is not for an assignment group or anyone with an ITIL role. The supervisor that wants to see what incidents are being logged by their staff is not in a "Role", she is a general user that only uses the ESS interface. She gets the email that her staff submitted an incident, however she cannot see the incident.