I have (with a lot of help from the community) created the ability for customers to see all incidents for their company in Self Service. I did this by creating an Application module called Company Incidents that is a List of Records link type. The ability to display these incidents is dependent on membership of a security group, Customer Managers.
Issue # 1. I want to display some different columns for these folks, so I created a list view called Manager View and set that as the View name in the Company Incidents module definition. This doesn't seem to be working, though - the list still displays in Self Service view. I tried creating a view rule as well, still no luck. It forces the view for me, but not for self-service users.
Issue # 2. I want to show who opened the incident in the list view (ideally in Manager View if I could get #1 fixed). In the incident form, there's a field that references the User table and consolidates First Name and Last Name to display full name in the Incident caller_id field. However, when I add the caller_id column (to the self-service view, as that's the only one I can get to display ATM), it displays as blank to the self-service user. I figured they probably don't have permission to see those fields, so I created read ACLs on the First Name and Last Name fields of the sys_user table. But they are still blank in the list view.
Ideas for either?
Thanks!
Karla
