service desk user must manage and see only tickets from one organization

Question

I need to configure some users of the service desk (agent) to be able to have a restricted view based on organization.

If I have configured organization A,B and C, and I have agent 1,2 and 3.

I want to be able to let user 1 see and manage only tickets from organization A while for example agent 2 and 3 can see all A,B and C organization.

Is this possible?

If not, what could be done to solve it?

Alana Fernando · Answer

@Borgnis Cristina here by organization; are you referring service desk projects?

* if so you can grand project view permission for project A to user 1,2,3
* grant project view permission to project B and C , only to use 2 and 3

Mirek · Answer

Maybe you can use 2-3 different projects for different organizations, not a single project and give access to those projects only for specific agents. But even using a single you might want to configure Issue Security to switch visibility of a single ticket. Just not sure if this would be possible automatically to filter by organization. Different projects per organization seems a better choice.