Data Sharing and Visibility in Service

A service application user's access to service requests is determined by the set of access group rules or data security policies associated with all the roles the user is provisioned with.

The predefined roles in the service application don't provide for service request visibility based on business unit or queue. But you can configure either queue or BU-based visibility to service requests for specific roles. Users assigned these roles can see only the service requests assigned to the business unit or queue where they're a resource member.

For more information about restricting service request visibility by business unit or by queue, see the Fusion Service: Implementing Service Center with the Classic User Experience guide.