So I was able to get this working (for multiple groups) with the following:
- Created new role called 'itil_limited'
- Assigned this group the 'itil' role so they can interact with tickets
- Created a Business Rule to run on 'Query' for the 'itil_limited' role, set this as the code:
(function executeRule(current, previous /*null when async*/ ) {
// Add your code here
if (gs.getSession().isInteractive()) {
//Restrict to caller, watchlist, 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', g).addOrCondition('watch_list', u); //Modify the current query on the incident table
}
})(current, previous);
This allows users in the group to view tickets assigned to other groups if they are the caller, or on the watch list, but restricts their view to only see tickets assigned to a group they are in otherwise.
Thanks for pointing me in the right direction @sachin.namjoshi !
