Hi,
In many scenarios I would like to manage Agents in the same way as Requesters but it is not supported by FreshService currently as I understand it. Below are one example where this causes a problem.
Example: I would like to publish a service item in the catalog for users in a specific location or department. I can easily achieve this for the Requester by using automatic Requester groups. But the Agents are not included in those groups and hence will be able to access the service item. I can not use “Agents groups” to manage the access as they are not set up following a location/department structure.
Possible solution: Probably many different options that has less or more implications on the architecture. One possible solution could be to add “User groups” and “User visibility” to the Service Items that uses the full list of users as a source of data. Another solution would be to skip the split between Agents and Requesters completely and just look at Users in combination with roles but I guess that has a bigger architectural impact, but also more advantages.
