How to restrict the Select Owner lookup to a specific list of users for the ticket applications such as Service Requests?
Complete list of users is displayed by the lookup
A requirement exists for a limited number of users to be displayed in the Owner lookup.
The list of users available in the Select Action -> Select Owner is dictated through a relationship in the TICKET object with a child object of PERSONGROUPVIEW.
The following steps are needed to achieve this requirement:
1. The required users need to be added to a specific Person Group in the Person Groups application, for example HELPDESK.
2. In order to locate the respective relationship in the environment, the TICKET object needs to be opened in Database Configuration.
3. The Relationships tab needs to be filtered by Child object for PERSONGROUPVIEW. The relationship should be present under the name PERSONS, with an out of the box clause of 1=1.
4. The PERSONS relationship needs to be changed as follows:
persongroup = :ownergroup or persongroup = 'HELPDESK'
where 'HELPDESK' is the person group created in step 1.
Once the relationship record is saved, the Owner person list will be limited to the users present in the HELPDESK Person Group.
|Systems and Asset Management||IBM SmartCloud Control Desk||Not Applicable||AIX, HP-UX, Linux, Solaris, Windows||7.5||All Editions|
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