HRHD Queue Owner: Access to Queue SRs Automatically
SummaryCustom: Access the service request header for table SVC_SERVICE_REQUESTS where the human resource service request is assigned to a queue that they are the owner of
We've enabled the Queue Owner field in the App Composer layout for our queues in HRHD.
Generally, we find this useful for a manager, automated reporting (weekly digest of tickets by queue that are not resolved and their aging in buckets), and several other related trigger scripts for escalated tickets. We discovered that there is no delivered data security policy criteria/condition to automatically grant the Queue Owner access to the Service Requests in their queue and that we were having to list the queue owner among the resources or on a resource team assigned to the queue for them to have access to the SRs. This interfered with our ability to automatically distribute tickets via omnichannel,