You should be able to create a Read ACL on the Incident table that would have a condition of Caller ID's department is the same as the current person's department. That however would give everyone access to everything for their respective department...
I would be very careful with how you accomplish this given the new licensing model in Madrid. It might not affect you right away, but in my experience giving someone access to more than their own requests, whatever the record type, is a licensable a...
Hi Brian,If you navigate to Service Portal > Service Portal Configuration. This will open a Service Portal page for making style updates to your portals. From here you can select the Branding Editor and then the portal that you are working with, ...
