Is it possible to setup a user/requester on ServiceDesk Plus On-Demand as a Team Leader/Manager so they can view all the tickets raised by their team?
Example would be:
Team - Engineering
Team - R&D
In the example above, Elise would be able to view all her own tickets as well as all those raised by Karl, Steve, Sarah and Claire, but Sarah would only be able to view her own tickets. Likewise, Tim would only be able to see his tickets but Bob would be able to see all in his team.
We could set them up as Teams, Departments, Companies or Groups whichever works. We do also use SAML authentication in case that makes any difference.