We're currently evaluating JSM for our service desk solution, but we have a very specific use case and I cannot work out whether what we need is achievable.
What we would like is the following.
- Our product is installed on multiple client sites. We want to set up an organisation which will represent each client site, and allow any users in those organisations to raise requests.
- Each user should be able to view the status of their own requests
- For each organisation, there will be one or more "superusers" which can view all requests for that organisation, regardless of who made the report.
- Users from one organisation (ie, one client site) will not be able to see requests from another organisation.
Our preferred workflow is that a user will submit a report via email. When this comes in, if that user is not a member of an organisation yet, we will add them to the appropriate one.
From that point on, the workflow should behave as above.
Is this possible with JSM? I can see a way to allow all members of an organisation to see all requests within the organisation, but I cannot find a way to restrict users to only see their own requests, while still allowing a more privileged user to see all requests within the organisation.
Many thanks
