CA Service Management

Hi Folks,

We have a requirement that each group member should be able to see the tickets raised by individuals in the group.

That means if "requested by" of the ticket is group member then all member of the group should be able to see the ticket.

Thanks & Regards,

Vikash Sonar

Hi Vikash,

OOTB all analysts can see every other case. I presume your requirement is more towards a stored query to make it easier to locate the tickets? If that is the case, then please note there are lots of OOTB Group related Stored Queries provided you can use to meet your need.

You just have to add a Scoreboard referencing one of these to address your requirement.

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Kind Regards,

Brian

Thanks Brian for your response,

These all stored queries are related to the group field in the ticket. My requirement are related with the requested by should be a member of my group (Not tickets assigned group). So how to do stored query related with anybody's personal group instead of taking group from ticket.

Thanks & Regards,

Vikash Sonar

You can use all these as basis for what you are trying to do.