Permissions
Until now the role based permission structure has met my organizations needs; however, recently I have been challenged with Non-IT groups who want to also use ServiceDesk. One group wants to limit access to tickets owned by their group. There is no elegant way for me to accomplish that without limiting all the other groups permissions to see only their own groups. If they need to see another groups tickets I would need to also add them to that support group. This is problematic because I want the Help Desk to be able to search across all IT based tickets. Other IT staff who handle problems, etc also need to be able to look over all IT tickets.
While I don't know if your underlying security framework would allow for it, it would be nice if there was a mechanism to deny access to tickets owned by a certain group -- or add support groups as a constraint in the role configuration so this could be accomplished.