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Is it possible to create a requester group so that only agents (not requesters) can access the service requests within a certain service catalogue folder.

I am thinking along the lines for IT requests for IT, where only the IT team (most of which are agents) have the ability to create a service request for another area of IT. I don’t want other requester to be able to see these service requests.


Is that possible? Is there a workaround?


Thanks​​​​​​​

Dave

Would you not just setup a requestor group for department IT. 


This is what we do. 
 

 

You can even restrict the Agent groups as well if you want?

Thanks @afautley, I was trying to set up the requester group using individuals, but that only allowed requesters to be added (not agents), by using the department = IT worked fine thanks.


Dave

Hello @Dave M, what I would suggest you do is create an “Agent Group” and then in the service item you can set the “Agent Visibility” to just that agent group. And to prevent it from being visible to “Requesters” you can create a restricted requester group and either add individuals or not and set the “Requester Visibility” to that group.

Essentially you are just controlling access to the service item through its visibility in the portal. A trick we use to keep these non-essential agent groups from clogging our drop down lists is to add a “Z” in front of them to drop them down to the bottom of the list.

Here is an example.

Hope that helps!

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