We need more flexible options for limiting visibility of solution folders to a group of unrelated people in our company.
Use case: We have a team of people spread throughout our organization (In Freshservice, this team includes both agents and requestors, some are members of workspaces and some are not) that need access to solutions within a particular folder.
Since agents are considered separate from requestors in Freshservice, we can’t create a Requestor Group that includes agents who need visibility to the folder. We also can’t do a combination of Visible to a certain Requestor Group and Managed by an Agent Group because not all agents that need access to the folder are members of the workspace that manages the solutions in the folder.
We also do not want to create a Workspace just to limit visibility.
Some potential fixes for this could be:
- Allow us to add Agents to a Requestor group (that way we wouldn’t be limited by workspace agent groups and can add agents individually)
- Allow multiple criteria to be selected in the Visible to field where you could choose both Agent and Requestor groups
- Create a new option like Custom Group that would allow us more flexibility in choosing who can be placed in the group
