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Hi,

When a user logs in and when he drags down the 'Queue'

he can see Incident, Interaction, Problem, etc. How can i make

a user to view only Incident/Interaction in this Queue? that means nothing

 else, apart from incident, appears in Queue for a particular user.

 

 

TH@nks
dev
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1 Solution

Accepted Solutions
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Visitor.

Hi Dev,

 

By default if the profile is not setted, Service Manager use the profile named "DEFAULT".

So, in your case it should be good to create new profile (with nothing checked) for the other files (known error, problem, ....) and affect thoses profile to your user role or operator.

 

Kind Regards,

zdn

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8 Replies
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Visitor.

Hi Dev,

This list is generated with the Object List available (accessible) for users.
To see the conditions, go in "Tailoring->Document Engine->Objects" in the tab "Manage Queues" the field "Manage condition" contain the expression. If this expression is true, the filename will be accessible in the Queue List.

For me the best way will be to create a new User Role "IncidentIntercation" and profiles "with no access" (because de DEFAULT profiles allow the browse) for others files "change, Task, etc...".

Kind Regards,
zdn

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Thanks zdn....but just one thing more...i created a new profile with only Incident profile but interaction, known error, problem still do come up...what can we do to fix it?
TH@nks
dev
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Highlighted
Visitor.

Hi Dev,

 

By default if the profile is not setted, Service Manager use the profile named "DEFAULT".

So, in your case it should be good to create new profile (with nothing checked) for the other files (known error, problem, ....) and affect thoses profile to your user role or operator.

 

Kind Regards,

zdn

View solution in original post

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Outstanding Contributor.. Outstanding Contributor..
Outstanding Contributor..

If there are any views published for the operator's Role/Groups/OperatorID - or even those published "globally" then it will continue to display those queue options in the Inbox queues, as the query that builds the list of Queues does so by checking for views against that table that the operator has permissions to and only displaying those that they have.

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Thanks for the info Randall.....but the post by zdn did solve it.
TH@nks
dev
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Absent Member.
Absent Member.

Background to the information provided by zdn and Randall:

 

RAD work-flow:

The scm.advanced RAD Application executes scm.get.files if the following is true:

null($G.scm.files) or $G.scm.files={} or $G.scm.files={""}

 

The scm.get.files RAD Application retrieves all Object records which meet the query:

sc.manage.screen~=NULL

 

For each Object record returned, the list of available Queues is updated if each of the following is true:

   - the scm.condition field in the Object record evaluates to true

   - there is at least one inbox which meets the query:

  $L.inbox.list.query="inbox.type=\""+str(file.name in $L.object)+"\" and (inbox.class=\"classList\" or inbox.class=\"classView\") and (operator.name=\""+operator()+"\" or operator.name=\"%NONE%\" and (audience.type=\"everyone\" or (audience.type=\"groups\" and groups isin "+str(denull($lo.groups))+") or (audience.type=\"role\" and role=\""+nullsub($G.user.role, "NONE")+"\")))"

 

 

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Absent Member.

Hi Dev ,

 

How did you change and what exactly did you change in the object record...  what steps did you follow to achieve this..

 

regards

kicha

 

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Absent Member..

Hi Kicha,
Whichever Module the user didn't want to see in the queue for eg
if he doesn't need "Interaction" in the queue what you do is :-
--Create a Service desk profile named "noaccess" with all options disabled (even 'view' is checked out)
--then this profile is assigned to the desired operator
--now when that operator logs in he doesn't see the interaction in the queue.

--you can do this with any module you want.
I didn't use "Object" option bcoz this was enough for me.

TH@nks
dev
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