Ticket requester groups

The validity of user roles in a service may be limited to tickets from a specific group of requesters. Thus, you can divide the service team into sub-teams, for example, based on the location of the requester. Tickets from requesters from different locations are then handled by different resolution teams.

The roles of the resolution team members and their specification for specific Requester groups are set in Administration - Service Desk - Services - Edit - Permissions - Add permissions - For Requesters from a group.
Example:

The IT/Printers/Something is not working for me service requesters are divided into the groups Requesters_New York and Requesters_London. The solvers for this service are divided into the groups Solvers_Printers_NewYork and Solvers_Printers_London. Group Solvers_Printers_NewYork has the permissions Main solver and Solver for requesters from the group Requesters_NewYork, the group Solvers_Printers_London has the permissions main solver and solver for tickets from the group Requesters_London. If a ticket is created in this service by a user from the Requesters_NewYork group, only users from the Solvers_Printers_NewYork group are notified and have permission to resolve this ticket. Unless permissions are set otherwise, users from the group Solvers_Printers_London do not have access to this ticket.

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