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Visibility of Service Desk Tickets


will.good
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HI,


Is it possible to have a catalog item that is not visible for customers to raise requests on. But is viewable and usable by agents and can be seen by the customer in their active requests?

 

We have a catalog item that is set to service desk visibility so customers cannot raise requests on it, however when we as agents raise tickets on it, the customer cannot see these tickets on their service requests. 

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@will.good on top of my head: have the catalog item(s) set to Service Desk only (so agents can raise requests) and turn ON the service portal visibility (as well as enabling the request types if they are not already). As you have catalog items set for service desk but service visible on portal it would mean that customers can see the service (an requests they have for it) but cannot raise a request themselves...

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