Hi,
We have a number of Service Requests which I would like to publish but only be available for agents to use, but with the ability for the agents to log them under any requesters name.
Currently if an SR is restricted to be visible for only a certain group, then you can't log the ticket under all requesters names, ONLY the people that are in the group.
What we are trying to achieve is to have the SRs available for agents to chose should they get a phone call, but not the end users to freely log.
Does that make sense?