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For instance, I have a department that has to see only 1 specific request type while some other users may see every request in our service management software.
I was thinking about going through the following steps:
Could this possibly resolve the issue? I have not tried it yet but I plan to test it soon.
That will work as you describe, but only for the issues behind the requests.
Your customers will still be able to see, and create, requests of any type. They just won't be able to see the issues the agents are working with. But most customers don't get to see the underlying issues anyway.