Technicians unable to view or use service catalog templates unless they are a part of the matching support group.
Each or our technicians gets associated with a support group/s that relates to the requests and incidents that they will be managing. This means they can see all the unassigned request for their support group.
Each or the service and incident templates is associated with the support groups which relate to the request details.
Technicians who are not in the same support group as the template are unable to see the template in the service catalog.
Requesters are able to see all the templates without any connection to support groups.
How can I configure SDP to allow technicians to log any sort of ticket but only allow them to see and manage active request which match their support groups?
Regards,
Sam Fraser
Sam Fraser
Technician View
Requester View