Incident Access based on Logged In Account information

Scope

This article aims at walking through an Extension which decides the access permission of the Incident based on the Logged In account information.

Overview

In some of business use cases, Account related information is mandatory to handle different tasks in the workspaces. With the current implementation of Service Cx, Account related information like StaffGroup, Country Location, Currency etc are not available in the workspace rules to handle the requirements. One of such use case is to handle the Incident access based on the Staff Group of the Logged In Account.

In the Agent Browser UI Extensibility, we can handle the requirement by using a small extension which is configurable on which fields of Account and Incident need to compare.