Roles - Looking for additional controls over access
I'm looking for away to create roles in Service Desk Plus so that I can create technicians like the following:
- Can see and edit all requests in their groups
- Can see but NOT edit requests in other groups (I would like to do specific other groups, but if all other groups is the only option that is fine too)
I have tried to accomplish this by adding two different roles to the technician, like so:
One role is set to "Allow technicians to View: All in group & Assigned to Technician [Requests only]" and the other role set to "Allow Technicians to View: All". I added both roles to the technician.
However, with this setup, the more restrictive setting seems to take precedence. I would like the less restrictive one to overwrite view access and let the technician VIEW all tickets while being able to edit/add requests only in their support groups.
Our use case for this is that I have technicians in supervisory roles, or in roles like customer escalations that need to be able to see tickets in other groups for informational purposes. I want them to be able to do so fast and independently while dealing with customer issues. I don't want them to have to contact other technicians to gain access, but I also don't want to give them the ability to edit and add tickets in all groups.
Our current build is 11.3 Build 11307