Perimeter: Roles and scope of the agent
Today, agents can have access either to all tickets (modification), or only to those of the group or groups to which they belong.
The request is that the agents have access to the tickets of their group (s) in modification and in consultation on all the tickets.
New requirement: An agent can edit tickets in his group(s) and see all other tickets
A new ticket scope "Group Access and Global view" would be useful !
This is a great idea but I would go one step further and say we should be able to create an entirely custom ticket scope the same way we can with roles.