| Table of Contents |
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Overview
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| Impacted Area | Impact |
|---|---|
| Actions | Ticket list displays only those tickets which belong to the group that the Agent/Analyst is associated to. |
| Related Tickets | In the Related Ticket section, an agent/analyst can view only those related tickets that are assigned to a group which they are associated to. Related tickets that belong to other groups are hidden. |
| Assigning Tickets | A ticket can be assigned only to the agent/analyst associated to the Contacts/Support Groups. The assignment lookup lists only those Contacts/Support Groups that the analyst/agent are associated to. |
| Ticket Search | Ticket Search displays only those tickets that belong to the group the Agent/Analyst are associated to and the agent/analyst must be the are assigned to groups the analyst is a member of or tickets where the analyst is the ‘Requestor’ or ‘Requested For’ for those ticketsuser. |
| Create Ticket | Agents/Analysts can log a ticket directly or can use Catalog or Scratchpad to create ticket for any user. The analyst could use the catalog to create a ticket that is automatically assigned to group they do not have permission to. In this case they will no longer have access to that ticket after creating it. |
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Approvers from outside the group can be added. They can view the only the ticket details exposed in the Outstanding Items workspace but not . They cannot view the full ticket details in the application. |
Enable Group-based Security
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