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Muliti-Tennancy / HIPPA Compliance via More Granular 'Analyst' Access to Portal Work Items.
What I would like to see is the ability to add certain users into an AD group so that when these users access the system they will 'only' be granted analyst access to a ticket when the ticket is assigned to a support group they are a member of, otherwise it will only provide end-user access to the ticket.This would allow for better segregation between tickets, depending on your support group, and prevents end-users from seeing 'private notes', and other extended information unless the ticket is assigned to their support group.
Further to this, I would like to see the ability to mark a work item as 'sensitive'. And this would lock access to a work item, so that is can only be accessed by the assigned support group, no other end-users (except administrators) can access the ticket at all. This would assist with PII, PCI, HIPPA compliance etc.
If people have other ideas which may enhance this feature request, just sing out.