Customer Permissions to two different Service Desks

Question

I have two Service Desks:  One is labeled UPL - US and the other is UPL - CA.  When I run an Advanced Reporting for that board they are able to see tickets from both boards.  What can I do to stop this function?  This is a conflict of interest and needs to be removed.  They should be seeing only their tickets only.  Can anyone help me with this?

If I remove them from one board will they be removed from the other as well?

Please advise,

Dani Taft

Daniel Ebers · Answer

Hi @dani.taft

from what I understand so far you have one Service Management Project catering two customers (probably more in future) and they are mostly competitors.

Their access is defined well, they only see what they should. Also agents are capable of handling the project in a proper manner.

On top of that you pass around reporting (data) of the project to get the customer some kind of statistic. In that statistic data of other customers are also appearing. If so, this would be expected behaviour from what I can think of.

You could separate the projects so each customer gets his own - this would make reporting easier, however Agents would have to re-learn and restructure work. Depending on how many customers will come "on top" in future the handling could get messy - but it could be an approach.

Regards,
Daniel

Kian Stack Mumo Systems · Answer

@dani.taft,

By default customers only have the ability to see their own tickets. The report that you see is different from what the customers can see. Does that help, or am I misunderstanding something?

Thanks,

Kian

dani.taft · Answer

No, I am not worried about agents seeing all work on both boards.  These are customers that are competitors they should not be able to see anyone else's tickets but their own.  When I go to the Advanced Report on the UPL-US Service Desk and pull a report I can see all tickets for this desk as well as the ones on the UPL- CA Service Desk.  I cannot have these customers with access to another company work.  How can I break that connection?

These competitors are listed Under the UPL-CA Service Desk and not listed in the UPL - US Service Desk.