How You Set Up Visibility Based on Queue

When users view lists of service requests (SRs) or create user-defined searches, their access is based on the cumulative set of data security policies assigned to all the roles associated with them.

You can restrict their user access based on their queue membership. This ensures users see only the SRs that are in their queue by completing the following processes in the Security Console:

• "Remove Data Security Policies from Users": If the users have been assigned other data security policies that grant them access to a larger set of SRs, then you must remove such data security policies from the users.

• "Assign Data Security Policies Based on Queue": Grant queue-based visibility to SRs for specific roles. This ensures that users with these specific roles can see only the SRs assigned to the queues where they're a resource member.

With this data security policy, your company has the additional option to ensure that all predefined and user-defined searches are limited only to queue membership for a set of users.