Good day,

I would like to submit a feature request for ServiceDesk Plus Cloud regarding requester visibility and access to requests.

Current Limitation

Our organization operates across multiple regions and divisions. We have regional and divisional managers who need visibility of requests within their area of responsibility.

Currently, requester permissions only allow limited visibility options, which means we must grant these managers "All Requests" access. As a result, they can view requests that are not relevant to their region or division.

Organizational Structure

Our hierarchy is structured as follows:

Department → Site → Division (multiple sites) → Region (multiple divisions) → HQ

Requested Enhancements

We would appreciate consideration of one or more of the following options:

Option 1 (Preferred)

Add a requester visibility option such as:

"Own Region Requests"

Based on the regions already configured within ServiceDesk Plus Cloud:

Option 2

Add standard requester attributes such as:

These attributes could then be used as criteria for requester view permissions and request filters.

Option 3

Allow User Additional Fields (e.g., Region or Division) to be used when configuring requester view permissions.

Option 4

Allow Organization Roles to be linked to requester view permissions, enabling role-based access to requests within a specific region or division.

Option 5

Allow a requester to be associated with multiple sites, which could potentially provide a workaround for regional visibility requirements.

Business Benefit

This functionality would allow regional and divisional managers to view all requests relevant to their area while maintaining appropriate access controls and data segregation. It would eliminate the need to grant broader "All Requests" permissions, thereby improving security and reducing unnecessary visibility across unrelated regions and divisions.

If there is already a recommended configuration or best practice that can achieve this within the current platform, I would greatly appreciate any guidance.

Thank you for your consideration.

Kind regards,