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Restricting SR categories while creating SR in B2B Service

edited Jan 22, 2021 6:22PM in Fusion Service 3 comments

Summary

Restricting SR categories while creating SR in B2B Service

Content

Hi,

I have a requirement to show different set of categories to different set of users within a Business Unit. To achieve this I created data security polices with custom condition and assigned these to Customer Service Representatives. This is working well for the Category drop down, however it doesn't work for hierarchical list of categories. Please see the attached screenshot.

Exp: below sql condition allows to access only some categories:

&TABLE_ALIAS.STRIPE_CD IS NULL OR &TABLE_ALIAS.STRIPE_CD = 'ORA_SVC_CRM' AND &TABLE_ALIAS.CATEGORY_NAME IN ('category1','category2','category3')

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