Users from particular group unable to view their own tickets on Portal.

[Neethumol C V1]

I had a requirement to restrict all the Incidents from the members of "Group A" except the incidents assigned to "Group  A".

I had written a query business rule and the rule is working without any issues. But now the issue is if the user from the "Group A" is creating an incident and if the incident is assigned to any group other than "Group A", then user is unable to view the tickets from Service portal.

I need help in figuring out a way, that user should be able to view the tickets from portal side if the ticket is assigned to any other group, but not from the ITIL view.

Here is my business rule which I have written.

[ShubhamGarg]

Hello @Neethumol C V1 ,

Like the way you defined a query in Query BR, you can put define a OR condition where if created by/user/contact is member of assignment group, he should be able to see the incidents.

Hope it helps.

Kindly mark this as Accepted Solution/Helpful if above info. helps in any way and help in closing this thread.

Regards,

Shubham

[Neethumol C V1]

Hi @ShubhamGarg 

Thank you for responding to my query.

I tried adding an or condition as you can see below, but still its not working. Could you please check and help me if anything I am doing wrong.

[Neethumol C V1 · Accepted solution]

I was able to resolve the issue by adding below 2 lines of query on my script.