How can I filter the MyItems view for the ServiceDeskAnalyst role

Version 1

    Details

     

    I added the top level tab "My Items" for the Service Desk Analyst role but I see all Items from the system.

    How can I filter the view to see only the analyst Items ?


     


    Resolution

    The "My Items" plugin will displayed all the records that the user is allowed to see. The only way to "filter" the result here is via the Permissions for the selected Role.


    - Log in to the tenant with the Administrator role 
    - Go to Configure Application 
    - Go to Configure > Users and Permissions > Roles and Permissions 
    - Select the appropriate Role, e.g. ServiceDeskAnalyst
    - Go to Object Permissions
    - Find the entry for FRS_MyItem
    - Under the Access column, click Edit
    - Add appropriate access controls
    - Save changes

    Tip: instead of restricting permissions, it is also possible to add a Top Level Tab for the Object Workspace "FRS_MyItem" instead of adding the My Items plugin. This allows the Layout to be customized as well as the default search.

    - Log in to the tenant with the Administrator role 
    - Go to Configure Application 
    - Go to Configure > Users and Permissions > Roles and Permissions 
    - Select the appropriate Role, e.g. ServiceDeskAnalyst
    - Go to Top Level Tabs
    - Click Add New Tab
    - Instead of selecting My Items, select Object Workspace
    - Enter a Name, e.g. Items 
    - Select options as desired 
    - Select Object "My Item"
    - Select a Layout
    - Save changes

    After refreshing the Client UI, the role should now have a new Top Level Tab showing all the Items. You can customize the Layout and Saved Searches as required.