Advanced Work Assignment not pushing work correctly

sriram7
Tera Contributor

‎07-19-2023 11:23 PM

Hi Team,

 

Currently we are working on Service Operations Workspace.

 

 We have created Service Channels, Queues, Assignment Rules and Presence States.

 

I have created one incident and Assignment group is XYZ.  I have Impersonated with John, he is not part of XYZ group, however John is able to view XYZ group incident in SOW when he changes his presence state offline to Available. John is part of only ABC group.

Usually he is able to view only his assignment group incidents. 

 

Can any one help me with this.

 

@Shane Scott @Sunny SN @Mathias Rasmuss @Pavan Yakkala1 @Ashley Snyder @Community Alums 

 

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Janet Achorn
ServiceNow Employee
ServiceNow Employee

‎07-20-2023 01:15 PM

In SOW views are configured based on Agent's roles.  While you may have used very explicit business rules in previous forms, those do not automatically apply in SOW.  Please review docs at: https://docs.servicenow.com/bundle/utah-platform-user-interface/page/administer/workspace/reference/... for the roles which will define SOW agent's access.  By default the ITIL role is used in SOW to allow anyone with ITIL to see any/all incidents - but lists/views can be filtered to show My incidents only or My groups incidents and then use "All Incidents" to search for any other related that may need to be referenced.  Hope this helps!

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