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Access by teams to service requests


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We have two teams who both come under the umbrella of service A.

Team 1 - 

Needs to be able to create/update/view all of the requests logged to service A
Needs to be able to assign ownership of requests to anybody in team 1 or team 2

Team 2 -

Needs to be able to create/update/view requests that are assigned to team 2 only.
Need to be able to assign requests to other members of team 2 only.

I've managed to get part of the way there by myself. To start with I've changed the business process so that any requests that are created by a member of team 2 are automatically assigned to team 2. My problem is with the 'All my services' view in Service Manager.

If I don't include team 2 as a 'Supporting Team' in service A then they cannot see the 'All my services' option but they can still use 'All my teams' to see requests that are assigned to them, this is what we want. Unfortunately if team 2 are not included as a 'Supporting Team' in service A, members of team 1 cannot then assign requests to anybody in team 2. On the other hand if I do include team 2 as a 'Supporting Team' in service A they can be assigned requests by members of team 1 but the 'All my services' view reappears for them which then allows them full access to update/view the full list of requests, this is not what we want.

 I'm sure that there's just a problem with the way that I'm organizing our groups and services but perhaps there's a simpler solution – can we just switch off the 'All my services' button for the members of team 2?


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Hi @MattWood,

Thank you for your post.

Great, I can picture your scenario here. Currently, you can't control the level of access for Supporting Teams of a Service. As long as your team supports a Service, you are assumed in control. I am pleased to inform that this has been discussed before and we are aware of this feature request. We will let you know when this feature progresses to development stage.




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