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Hello! 
 

I am wondering if there is anyone who may have had a similar issue as me and has come up with a unique solution. 

FreshService does not provide catalogue details into public URL’s for Service Requests, there is also no way of tagging a non-agent to a ticket and have them see all the details of the Service Request.

We require this functionality because there are times where a ticket may require approval or visibility to a member in a different department. We don’t want to make them an agent, because we wouldn’t want them to have visibility into other tickets. 

What we’ve been doing for now is creating a canned response  that autofills the service request description but we are looking for a better way. 

 

@MMoon 

When you trigger approvals for a third party or a user who doesn’t have agent access to the ticket, then it is possible for them to view the requested item details on the approval link. However it is not possible to view the requested item details for other users unless we add a public note or send a canned response with the requested item details on the ticket.

 

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