Hi everyone,
I need a group/role of agents to:
In SOW (Service Operations Workspace) or the Classic UI, only be able to see and manage the sc_req_items of a certain category.
- Using an ACL applied to the group/role, I can easily restrict visibility based on the sc_req_items category.
- But that ACL also applies in ESC (Employee Center) which prevents the members of the group from being able to view their own sc_req_items in ESC.
In ESC, members of that group/role should still be able to view their sc_req_items as users, regardless of the tickets' category.
Any ideas or advice?
