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Here is one way of achieving this:
- Instead of the Service Request Related Information on the Contact Detail Page, create a Web Applet and embed a report that looks like the Service Request Related Information Section.
- Filter that report with a session variable, login name, and use that login name to filter the corresponding column on that report. On the report add an action link on the SR # so the agents can drill into ther SR Detail page and make updates etc...
This way the logged in user will see only those SR's that he/she owns.
Thanks a lot for your response. I tried the steps and it worked fine... though I had trouble getting the parameter values passed... finally sorted out... Thanks.
For others who are trying to pass value through URL:
P0 - indicates the no. of parameters to be passed
P1 - indicates the operator to be used.. in my case it was equal
P2 - field name... get the exact name from the report designer by clicking Formula in the column. (I missed this part and struggled to get the right data for couple of hours)
P3 - the value for which the data to be filtered. (Get this value from the drop down in Custom Web Applet)
https://secure-ausomxapa.crmondemand.com/OnDemand/user/analytics/saw.dll?Go&Path=%2fshared%2fCompany_AAPA-O9O5F1_Shared_Folder%2fBSC%20Visibilty%20test%20report&Options=rfd&Action=Navigate&*P0=1&P1=eq&P2="- Service Request Custom Attributes".TEXT_54&P3=%%%st53_User_Id%%%*