Restrict customers to see only specific Request types or Custom Field

Question

Hello - wondering if anyone can give some advice on this.

I have a service desk that has many customers (over 50). However I need to restrict access for a handful of customers (3 max) to only see requests that have the a specific value (i.e NZ) on a custom field (i.e. Business Unit). There are 8 other values for this custom field. This custom field is a mandatory field in every request.

Alternatively if there isn't a solution to the above, could I restrict so these 3 customers only see requests they are either a reporter or participant of?

The solution can't affect the remaining users as they are the majority and need to be able to see all requests and reporting is based on the entire service desk.

Any advice would be greatly appreciated. Thanks

Joseph Chung Yin · Answer

@Emily Smith

You can setup ISS and assign the security level issue by issue basis if that is appropriate for your end.

If you can identify the issue at issue creation time, then you can set the security level via post-function call in your WF.  This eliminates the need for manual setup.

ISS is simply further control the issue discovery to users/customers.  Once an issue's security level is set, then only the users configured in the ISS security level can see them.  If all other issues are open for everyone, then no security level is needed.

Best, Joseph

Emily Smith_pp085a · Answer

Hi Dirk

I want to limit the submitted requests that a couple of customers see. Everyone else can see all submitted requests (including their own or other customers). But these couple of customers I need to restrict, should only be able to see requests for a particular value of a custom field and maybe a specific request type.

John Smith = can see all requests submitted

Jane Doe = can only see requests submitted that have the value NZ as the custom field for Business Unit OR if that doesn't work then only see requests they are the reporter or participant of.

Thanks

Emily Smith_pp085a · Answer

Thanks Joseph

I've read through the reference and trying to understand.

Do I need to set a ISS that will apply to ALL my issues and therefore requests types by as a default? And then set another for just customers I want to restrict which requests they see? Or if I set the only restriction for these couple of customers will it affect any other customers?

Thanks