Description:

Tickets view able to a Self-Service User is controlled by the Organization Level relationship of a Self-Service User.

Question:

When a Self-Service User logs in and looks at list of tickets under Service Center, he will see tickets he requested himself. Sometimes based on configurations made by administrators the Self-Service User is also able to see tickets requested by others in his organization. Yet some users do not see all the tickets, they see only few tickets logged by other users. How does this work?

Answer:

This is driven by the Organization Level relationship of a Self-Service User.
To better explain this let's take an example of an Organization Hierarchy
If Self-Service User is related to the Root Level Organization, (i.e. Contact Record is only related to Organization, Not Child Organization) then he will be able to see all tickets under that Organization, irrespective of Child Organizations on ticket.
So, if a user is related to Org Hedmoral, then he will be able to see tickets logged under Hedmoral as well as tickets logged for Hedmoral >> Santa Clara and Hedmoral >> Hyderabad >> ProcurementIf Self-Service User is related at the Child Org level then he will be able to see all tickets logged for the Child Org and any leaf level org under it
Considering the same example if a user is related to Child Org Hedmoral >> Hyderabad, then he will be able to see tickets logged by other users under Hedmoral >> Hyderabad as well as tickets logged for Hedmoral >> Hyderabad >> Procurement. Users related to Org Hedmoral >> Santa Clara will be able to see tickets logged by themselves and others under this org only.
If Self-Service User is related at last level of the Org hierarchy, then he will be able to see all tickets under that specific leaf org only. So if a user is related to Hedmoral >> Hyderabad >> Procurement, he will be able to see tickets logged by himself and others under this org only.

Keywords: Intelligent Service Management; Organization; Self Service; self-service; ticket; service center

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