Allow users who are not analysts to open and at least read tickets in the portal
I got a demand to allow certain users to read and maybe modify tickets in the portal. I'm actually stuck how to accomplish this without giving too many rights.
We have certain teams that do not own a queue in SCSM and therefore are not analysts and won't see tickets in the portal. They should have access to 3 different queues, but not being allowed to see all tickets, but only specific tickets with either a defined affected user and/or specific source and maybe some known string in the title.
I've created a view in SCSM to filter these tickets and created a role based on read-only operators. All tickets are listed in the view, but I cannot open a single tickets, I only get Refresh in the task bar. My idea to publish the view to the portal doesn't work if the people cannot open the tickets in the console.
The other idea was to create an own group with all requested persons being member, add the affected user and let them see the team request view. In this case, they won't be able to see resolved tickets, at least not in the portal version we use. In this case, all members would also see their own created tickets which might not be desirable.
Any idea which role or additional permissions are required to at least open and read tickets if it's not the read-only operator? How can I accomplish this demand without open up all tickets of the 3 queues? Any more tipps?