Assign Data Security Policies Based on Queue

The predefined roles don't have queue-based service request (SR) visibility. Let's say you assign the queue-based data security policies to your users. Then, users with these specific roles can see only the SRs assigned to the queues where they're a resource member.

To assign the queue-based data security policies to your users:

1. In the Security Console, create a new job role and click Next.

   For more information about creating or editing a job role, see "Creating Job or Abstract Roles" in the Oracle Fusion Securing Sales and Service guide.

2. For the new job role created in the previous step, create a new data security policy by specifying the following attributes:

   • Give an appropriate name to the policy.

   • Select the following Data Resource: Service Request Header.

   • Select the following Data Set: Select by instance set.

   • Select the following Data Condition Name: Access the service request header for table SVC_SERVICE_REQUESTS where the customer relationship management service request is assigned to a queue that they're a member of.

   • Select the appropriate actions. Typically, you must select all actions except Delete.

3. Click OK and continue to the Users section of the process for creating a job role.

4. Add the users to whom you want to assign this data security policy.

5. Save the job role.