Restrict Service Desk ticket visibility to certain users, and allow all users to view the main ticket without editing access.

[Amina Ch]

please guide me on how to achieve the following?

Service Desk tickets should be visible only to selected users, such as specific roles or groups. The main ticket (Request/Incident/Problem) should be visible to all relevant users but remain read-only.

[Hemalatha Simhadri]

Hi Amina,

You can always use Data Partitions feature of ServiceDesk Manager product to achieve this requirement. 

Data partitions are subsets of the CA SDM database that enable you to control access at the record level. You can associate a data partition to a role to control access to tickets and other records accessible through the web interface.

Please refer to ServiceDesk Manager documentation for more details on Data Partitions

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-4/administering/configure-ca-service-desk-manager/how-to-set-up-the-data-partition.html

Service Desk tickets should be visible only to selected users, such as specific roles or groups  ---> To make this restriction you can create VIEW constraint on Call_Req object with the constraint clause as:  group = @root.group

The main ticket (Request/Incident/Problem) should be visible to all relevant users but remain read-only.  -->To achieve this you can create a PRE-UPDATE constraint on Call_Req object with  the constraint as:  assignee = @root.id

You can explore more based on your requirements.

Hope this helps.

Thanks & Regards,

Hema.

[Amina Ch]

Hey Hema,
I am using these constraints, but the issue is not resolved. From the Request/Incident/Problem Workflow Detail page, the main ticket is not viewable.

please give some other solution 
i attached the file that constraints constraints data

Attachment(s)

object_permissions.xlsx   6 KB 1 version

[Amina Ch]

Main requirement is that 
"The workflow task assignee should be able to view the main ticket"
please guide 

[Hemalatha Simhadri]

Hi Amina,

As the requirement is very specific please raise a support ticket.

Thanks & Regards,

Hema.

[Amina Ch]

We did not receive any help from support, so I posted here.

[Hemalatha Simhadri]

Hi Amina,

Workflow is a QREL for the Call_Req object. I suspect that it may be not possible to create constraint like that.  We need to see further on this.  Please share support case#.

Thanks & Regards,

Hema.

[Amina Ch]

case no 

420011991