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Overview
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As a behavior, the View Organization Tickets check box is disabled in the Groups workspace, by default. As a result, the self service user cannot view the tickets of the organization, if group-based security is enabled.
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If enabled, Organization-based security applies asan additional restriction over group-based security , if enabled and vice versa. |
Implications of Enabling Group-based Security
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| Impacted Area | Impact |
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| 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, agent/analyst can view only those related tickets that are assigned to 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 ‘Requestor’ or ‘Requested For’ for those tickets. |
| Create Ticket | Agents/Analysts can log a ticket directly or can use Catalog or Scratchpad to create ticket for any user. |
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Approvers from outside the group can be added. They can view the details in the Outstanding Items workspace but not view the ticket details. |
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