I have a Use case where i have to have managers/ directors and above in the same group to be able to access a specific Catalog item. My problem is that some of these folks are Agents in Freshservice, so i cant place them in a requestor group where i would be able to manage them as a single group. Does anyone have a method where i can create a combined group for these users?
Solved
Question regarding agents vs requestors
+1Best answer by Ayana1
Hi @DanLentz,
That’s a common limitation — agents can’t belong to requestor groups, so managing mixed-access (agents + requestors) to the same catalog item needs a workaround.
Here are a few options:
-
Use Department or User Fields:
Assign a shared department or custom user field (e.g., “Access Level = Manager/Director”) to both agents and requestors, then restrict the catalog item by condition instead of group membership. -
Create a Separate Portal Item:
Duplicate the catalog item — one visible to agents (through agent portal visibility) and one to requestors — and manage access separately. -
Automation Rule:
If you rely on approvals or routing, set a Workflow Automator condition to include both groups or specific roles/titles.
Unfortunately, Freshservice doesn’t currently support hybrid groups that include both user types. The department/field-based filter is usually the cleanest workaround.
+6- Top Contributor ⭐
No but you can make the service available to specific requestor groups and specific agent groups.
Hi @DanLentz,
That’s a common limitation — agents can’t belong to requestor groups, so managing mixed-access (agents + requestors) to the same catalog item needs a workaround.
Here are a few options:
-
Use Department or User Fields:
Assign a shared department or custom user field (e.g., “Access Level = Manager/Director”) to both agents and requestors, then restrict the catalog item by condition instead of group membership. -
Create a Separate Portal Item:
Duplicate the catalog item — one visible to agents (through agent portal visibility) and one to requestors — and manage access separately. -
Automation Rule:
If you rely on approvals or routing, set a Workflow Automator condition to include both groups or specific roles/titles.
Unfortunately, Freshservice doesn’t currently support hybrid groups that include both user types. The department/field-based filter is usually the cleanest workaround.
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