A customer of ours would like to use the Service Desk as follows:
There is one "power user", who can see every ticket of the members of his organization. The other members should only be able to see their own tickets and not the ones of the rest of the organization.
Is there a way to achieve this goal?
Have you attempted to setup Issue Level Security?
Issue security levels are created within issue security schemes and let you control which user or group of users can view an issue. When an issue security scheme is associated with a project, its security levels can be applied to issues in that project. Sub-tasks will also inherit the security level of their parent issue.
Take a look at the Configuring issue-level security knowledge base article to see if that will work for you.
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