Can i change the scope of tickets for users with main portal views? like support agent, admin? or does it only work on the standard portal for portal and power portal users?
Hello Everyone, I'm working on changing the viewable tickets for all users with the profile "support agent", I tried to copy the format of the datamodel that defines the scope for user id="all" and user id="Power Portal User" which were already there. and the changes do reflect when i modify and workout fine. however, i tried to do the same thing for the "support agent" profile, so i can view certain tickets in the portal (not standard portal), but sadly no luck figuring it out. I need to make support agents only see tickets that are dispatched to their teams or assigned to them. Ill show you the modifications down below, which i setup and the setup ran fine with no errors but no results.
here's my code. Let me know if I'm doing anything wrong or if I'm modifying in the wrong place:
**modifications on itop/datamodels/2.x/itop-tickets/datamodel.itop-tickets.xml
** <class id="Ticket" _delta="define">
<scopes>
<scope id="support-agent">
<oql_view><![CDATA[SELECT Ticket AS T JOIN Team AS G ON T.team_id = G.id JOIN lnkPersonToTeam AS l ON l.team_id = G.id WHERE T.finalclass IN ('UserRequest', 'Incident') AND l.person_id = :current_contact->id]]></oql_view>
<oql_edit><![CDATA[SELECT Ticket AS T]]></oql_edit>
</scope>
<allowed_profiles>
<allowed_profile id="Portal power user"/>
<allowed_profile id="Support Agent"/>
</allowed_profiles> -->
</scopes>
</class>
Last edit: Youssef Gadelrab 2023-10-11
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Can i change the scope of tickets for users with main portal views? like support agent, admin? or does it only work on the standard portal for portal and power portal users?
Hello Everyone, I'm working on changing the viewable tickets for all users with the profile "support agent", I tried to copy the format of the datamodel that defines the scope for user id="all" and user id="Power Portal User" which were already there. and the changes do reflect when i modify and workout fine. however, i tried to do the same thing for the "support agent" profile, so i can view certain tickets in the portal (not standard portal), but sadly no luck figuring it out. I need to make support agents only see tickets that are dispatched to their teams or assigned to them. Ill show you the modifications down below, which i setup and the setup ran fine with no errors but no results.
here's my code. Let me know if I'm doing anything wrong or if I'm modifying in the wrong place:
**modifications on itop/datamodels/2.x/itop-tickets/datamodel.itop-tickets.xml
**
<class id="Ticket" _delta="define"> <scopes> <scope id="support-agent"> <oql_view><![CDATA[SELECT Ticket AS T JOIN Team AS G ON T.team_id = G.id JOIN lnkPersonToTeam AS l ON l.team_id = G.id WHERE T.finalclass IN ('UserRequest', 'Incident') AND l.person_id = :current_contact->id]]></oql_view> <oql_edit><![CDATA[SELECT Ticket AS T]]></oql_edit> </scope> <allowed_profiles> <allowed_profile id="Portal power user"/> <allowed_profile id="Support Agent"/> </allowed_profiles> --> </scopes> </class>Last edit: Youssef Gadelrab 2023-10-11