Hi Amina, you can use the out of the box "Data Partition" functionality. I have used this functionality to piggyback an HR helpdesk on top on the IT helpdesk, the HR practitioners were still able to log IT tickets and only the HR people were able to see and manage tickets assigned to the HR groups.
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Original Message:
Sent: Jul 22, 2025 06:16 AM
From: Amina Ch
Subject: Restrict Service Desk ticket visibility to certain users, and allow all users to view the main ticket without editing access.
please guide me on how to achieve the following?
Service Desk tickets should be visible only to selected users, such as specific roles or groups. The main ticket (Request/Incident/Problem) should be visible to all relevant users but remain read-only.