Dears,

 

I've a question regarding to managing the Incident Requests in SDP,

Just now we've assigned some Technicians to a support group (ex: NetworkGroup),

These Technicians are also assigned to a Role, which is called "Operator" with below configuration :

 

 

As you see in above image, in Advanced Permission of "Operator" Roles,  all Requests which is assigned to the NetworkGroup , should be visible for all members of NetworkGroup.

 

This working fine indeed, and when a request is created and assigned to NetworkGroup , all members of its group can view the ticket and pickup the ticket.

 

Actually what I need is, when a Technician from NetworkGroup creates an ticket for another support group (ex: ServerGroup), all members of NetworkGroup should be able to view the created request.

Currently it is not happening, and when a technician from NetworkGroup creates and request for a ServerGroup only the technician which created the ticket and the member of ServerGroup can view the ticket. ( I need that the ticket will also visible for rest of NetworkGroup members)

 

 

Regards,

Hadi