How do I set up request visibility based on queue?

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

Restricting access 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.