User can't GlideRecord the Incident table

[rrincon]

Hi all,

I created a custom role to handle a custom table, similar to out-of-the-box Incident table.

So, a normal user can create an incident, and if it is assigned to the group where the user is member, it creates a new record on the custom table. So that user (or any of the group) can solve this incident on the custom table, not the OOTB Incident table.

Once the record is Resolved or Closed, it needs to update the parent one on the OOTB Incident table to assign to another group. I did this with a business rule.

Well, it turns out that this is not happening.

Even the user has read/write ACL permissions on the OOTB Incident table (incident & incident.* ACL's), it doesn't work.

Can someone guide me through here, please?

Thanks in advance!

[Jim Coyne · Accepted solution]

It would probably be best to deactivate the current Business Rule, and create a copy of it, calling it "Custom - incident query" and the script would look like:

(function(){

         if (!gs.hasRole("itil") && !gs.hasRole("your_role_name_goes_here") && gs.isInteractive()) {

                   var u = gs.getUserID();

                   var qc = current.addQuery("caller_id", u).addOrCondition("opened_by", u).addOrCondition("watch_list", "CONTAINS", u);

                   gs.print("query restricted to user: " + u);

         }

})();

Change "your_role_name_goes_here" with your new role.

This would essentially give your new role read access to all your Incidents, assuming ACLs do as well.   Now I suggest this without knowing any of your processes or business requirements.  

[rrincon]

Jim,

I did what you suggest and ¡IT WORKS! I got all the ACLs, read access and stuff, but wasn't aware of that BR.

Thank you so much for your time and patience.

[Jim Coyne]

You are welcome.   Please remember to mark your question as being answered to help others looking for a solution - thanks.

[rrincon]

I guess I can't do that, because I did not put this as a question.

Is there a way to change it?

[Jim Coyne]

To be honest, I'm not sure - I'm still trying to get used to the new Community app