Currently when requesters use the search feature on the portal, it shows them all the Service Items (regardless if they have access to it or not) if they try and click on one that they do not have access to, it comes up with an error message to say it has not been shared to them.
This is poor customer service as you are showing customers a form that they should not or cannot access and then they have to either go back to search or they will call the Service Centre to ask why they cannot access it or where the correct form is.
The search function should only show customers forms and features that are available for them to use and not things that have been hidden. We have internal forms for agents only and they are showing to the customers but not available for them to use. They should not even see that those forms exist, let alone be able to try and click on them or see them in the search function.
It needs to be if they do not have access to it, it does not show up.
