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I made this video to help me teach the differences in Row level permissions in ITSM and previous versions.

 

It is a walkthrough of how row level permissions work pre 9.1.0, followed by a walkthrough of 9.1.02 permissions onwards. I use AR Reports to avoid having to show hidden fields in the form, and to try and clarify exactly how the permissions end up the way they do.

 

See Row-level security - Documentation for Remedy IT Service Management Suite 18.08 - BMC Documentation for 18.08 version documentation on these new rules.