Users Unable to View Incidents Assigned to a Group - Support and Troubleshooting

Users Unable to View Incidents Assigned to a Group Issue Users are unable to view incidents assigned to a group they are a part of. Only "closed" state incidents display.

Steps to Reproduce

1. Log into the instance as admin

2. impersonate _USER_

3. Navigate to incidents table and search by assignment group > Customer Care Center. Observed, there is not records

Cause This is due to a custom business rule.

Resolution 1. Go to business rule: "incident query - District Manager" 2. Create an XML copy of that business rule 3. Remove the code on the advanced tab 4. Uncheck advanced and active flags 5. Save 6. Try to reproduce the issue and user must be able to the other records00