Request and Incident Access Permission Limitation

HI Team,

As far as I know, in ServiceDesk Plus, there is no option to create a custom role with view-only access specifically for either Service Requests or Incidents.

If we provide access through a custom role under “Requests,” the permission will be applicable to both Service Requests (SR) and Incidents (IN). Additionally, there is no specific permission available that allows a technician to view all SRs or Incidents raised by members of their own group while restricting access to tickets from other groups.

If we provide “All” permission, the technician will be able to view tickets across the entire organization. This could create a significant security and compliance concern for organizations.

Could you please check this requirement internally and advise whether there is any available configuration, workaround, or product-level solution to meet the above requirements?

Your guidance on this would be highly appreciated.

Best Regards,
Mostafiz