We have a number of Service Requests which I would like to publish but only be available for agents to use, but with the ability for the agents to log them under any requesters name.
Currently if an SR is restricted to be visible for only a certain group, then you can't log the ticket under all requesters names, ONLY the people that are in the group.
What we are trying to achieve is to have the SRs available for agents to chose should they get a phone call, but not the end users to freely log.
Does that make sense?
We have a few catalog items that are restricted to agents. The visibility choice is all users or requester group. Agents cannot be in a requester group, which is another story and I believe is a feature request.
The work-around is to create an empty requester group and set the visibility to that group. It would be better if agents could be in requester groups as we want some of our forms available to only certain agents. The business department doesn't need to see some of our tech forms.
Hope this helps!
Catalog Item visibility: