Try giving Unrestricted Access in People profile.
Search for hierarchical group configuration in 9.1 for company and support group, then it will work.
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The suggestion of trying Unrestricted Access may help. Did you try that? The issue with this setting is that it is absolutely global (i.e. it will apply to all ITSM modules like CMDB etc as well).
The Disable-New-RLS-Implementation is tackling something other than your specific problem I think (trouble is I can't recall exactly what that setting changes - sorry, I read something about it recently but the details escape me now).
9.1 did introduce a deeper set of functionality around hierarchical group concepts, on top of 9.0, but again it seems your requirement is just simple multi-tenancy stuff.
Correct, we have a very simple multi-tenancy requirement (2 companies), and we did not experience this problem in 8.1. Since 9.1 and the hierarchical group updates, this has been a problem.
I'd prefer not to use Unrestricted Access, as we have a small subset of tickets (HR work orders) that we do not want every employee accessing. We have two logical companies in our support organization:
I have all of our support groups under the first company, except for one. Essentially, I want anyone who is in the company "SECU" to be able to see all tickets that are also assigned to any support group under the company "SECU", while leaving the HR Company tickets inaccessible. This is currently working as we'd like it to for work orders and incidents, but not problem and change tickets. I'd like for RLS to operate off of company, not support group, but I'm not quite sure how to configure this.
There has been quite noise with the Hierarchical group configuration and no wonder still people are reporting issues. Hierarchical group works absolutely fine in some modules whereas it doesn't work for some modules and makes it worse. The reason for this is because it was introduce recently only for ITSM and not all modules are being tested due to which this is landing into different troubles.
Sr. Application Analyst
you need to follow the Sidhdesh Punaskar solution. Once you set that you should be just fine. How is your multi-tenancy people setup? under one company or divided in both companies. people are under one umbrella company and supported by two different support companies?
I will suggest to just look records 112 , 60989 , 60900, 60901 field values.
Support Company Access Configuration this will give you better help.