Question about restricting analyst view of calls

[TWoodford]

Good Morning, 

We have had a request to give some users in an Organisation the ability to view calls raised by all staff within that organisation. We don't want them to have full analyst rights, nor do we want them to be able to see calls raised by staff in other organisations. 

Is that possible, and if so please could you give me a step by step guide.

Many thanks.

Thomas Woodford

[Berto2002]

We achieve this with a Hornbill Service Manager report filtered according to the required criteria and pushed out using R script connection to a PowerBI table visual. PowerBI Reporting - Hornbill.

There is no way I know of to reveal lists of Requests to anyone who does not have a Full User licence,

[Jim]

Hi, providing you set these up as contacts or external users you can go into an organisation and tick a name against the requests, 

 

so firstly open up the organisation and then scroll down to requests and click portal access. Hopefully this helps @TWoodford

[Jim]

just to follow up, the end user can the go into my requests and click the drop down here 

[Berto2002]

Good point Jim. Somewhat counter-intuitively, there's a facility to do this for external contacts in their portal but not for those using the portal for one's own organisation...

[TWoodford]

I don't think the comments about external contacts help us here, because the users are already set up as Basic users, and the only way to give them more access would seem to be to change these to Analysts. That would require more licenses, and would allow them to see other calls that we do not want them to see (i.e. calls raised by other Organisations). 

[Berto2002]

@TWoodford not quite; you can use the "Supported By" element of any Service to restrict Request viewing to certain users, teams, groups, to only those with a need to know.