Hidden from Customer Requests

[Michael Sharp]

We have a requirement (which is unfortunately confidential, so can't post publicly) where we would like to assign requests to Customers without them being able to see it in the self service portal.  Is this possible?

Regards,

Mike.

[Michael Sharp]

The best I've managed so far is temporarily adding them as a subscriber and removing them as a subscriber once raised

[Bob Dickinson]

Hi @Michael Sharp

You could create a Service that is not visible on the portal (configured in the Service configuration). That way a request can still be raised against the customer (using this service), but they will have no visibility of it. 
 

Would that work for you?

Bob

[Michael Sharp]

@Bob Dickinson this was a way of creating a timeline of my staff's quality checks.  For example, I have a request for "staff member A" which I link other requests to it and make comments to refer back to at a later time when conducting reviews of their performance.  Hiding from the portal is one thing, but I wanted to hide these from the engineers I'm managing also

Regards,

Mike.

[Bob Dickinson]

@Michael Sharp Following on from the "Hidden Service" idea - you could create a team called "Management" or something along those lines where only you are the member. 

Then in the new hidden service, add this team to the "Supported Teams" section. This means that only you will have visibility of this service and it won't appear as a selectable service for the analysts when they are raising new requests, nor will they have access to open tickets that have been raised against this service. 
However YOU will still have the ability to link it to existing Incidents and Service Requests as desired, and the request can still be raised against a customer.

Kind Regards

Bob

[Michael Sharp]

1 hour ago, Bob Dickinson said:

@Michael Sharp Following on from the "Hidden Service" idea - you could create a team called "Management" or something along those lines where only you are the member. 

Then in the new hidden service, add this team to the "Supported Teams" section. This means that only you will have visibility of this service and it won't appear as a selectable service for the analysts when they are raising new requests, nor will they have access to open tickets that have been raised against this service. 
However YOU will still have the ability to link it to existing Incidents and Service Requests as desired, and the request can still be raised against a customer.

Kind Regards

Bob

Thanks @Bob Dickinson I've previously done this but I've been adding my staff to the serviced users when creating requests and removing them again after it's been spun up

Mike.