Am i reading this wrong because i can not see any hierarchical group config here. This seems like a normal support group structure.
That is exactly how it should work, please check the permissions you have assigned to the users, because if they have the basic user permissions and the Unrestricted access is not enabled , users should only be able to see tickets which are assigned to their groups. (Do not assign INC/WO master permissions to the users unless they need it)
you can use row level acces for this requeriment,
i hope help you
Thanks for your reply. because the hierarchical of support group is simple, all support groups under company A are independent. all have set itself as parent group.
more information. here is the testing support account from one group.
and here is what he see
Thanks for your reply, could you give some more information about row level security?
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RLS , Data Access model will help you in this case here,
please refer to below mentioned docs,
hope this helps.