New technician to access our queues, but restrict other queues from being viewed + searched

[Jayven Khoonsirivong]

Short time lurker here. We are bringing in a technician from another department in the IT workflow and want them be able to only access a certain ticket queue and only see those tickets when searching. I already set up the project request to feed to his technician queue in the service desk team permissions so this is where Im stuck at the moment.

What would be the best way to tackle this problem and deploy what we are trying to accomplish in our environment?

[Mikael Sandberg · Accepted solution]

You can restrict what that user will see by setting up issue security and then use automation to set the level based on the request type. Basically what you need to do is create an issue security scheme, I would recommend one for IT only and one that includes the tech. For the existing issues you can use bulk edit to set the correct security level.

[Jayven Khoonsirivong]

Kudos! Set one up in our test environment and its nice and functional. 

[Jayven Khoonsirivong]

Hey @Mikael Sandberg I found a bug in our instance which Im sure is because I dont have a security group set up. So I was able to set tickets based on security just fine, except any reporter who is not a part of IT or the technician is unable to see their own ticket. Do I need a catch-all permission to give the reporter access to their own tickets?

[Mikael Sandberg]

If you are using issue security then the reporter should be added to the security scheme, there is no need to change the permission scheme. Or if you want to make sure that request participants and the reporter can see the tickets then just add Service Project Customer - Portal Access to the security scheme.

[Jayven Khoonsirivong]

What would be the difference between 'Service Project Customer - Portal Access' and 'Reporter'?