Confusion with the new 'All Request Access" Role

[Frank Reay]

Earlier this year the new Role was added called 'All Request Access'. This is causing us some confusion for 2 reasons...

1. This is the description of the new role below...

It looks like this contradicts itself. It says:

'it grants underlying access to all requests, not just those inside an individual user's service subscription model.'

but then says:

'with this role a user will not see requests outside of their service subscription model'

(it feels like the word 'not' in the second sentence should be removed?)

2. We have senior managers who have Agent Licences and want to be able to see any Request in the system (but not be assigned a Request). Previously we gave these people the usual Roles plus Service Desk Admin (but not added to any Resolving Team). This worked well but it no longer seems to work. The Service Desk Admin role description includes this statement:

' Please be aware that assigning this role gives the user the ability to see the details and perform actions on any request on your instance, regardless of their team visibility. This is effectively a Request "Super User" role.'

Am I right in thinking that this has actually been removed from Service Desk Admin and is now in 'All Request Access'? I have tested this on a Senior Manager and swapped 'Service Desk Admin' for 'All Request Access'. That seems to have fixed our problem but I am uncertain of this as the wording in the Role Descriptions is so confusing!

[Steve Giller]

On 06/10/2023 at 12:13, Frank Reay said:

but then says:

'with this role a user will not see requests outside of their service subscription model'

No it doesn't, it says:

Quote

with this role a user will not see requests outside of their service subscription model on the request list or when searching for requests through the global search.

In short, although you have underlying access to all Requests, you won't have them cluttering up your Views/Searches.