We're in the middle of implementing service desk for key-user acess. I.e our key-users should be able to use the system to veiw tickets and to be able to respond and set some statuses.
The problem I have is to restrict the change authorization to only their own tickets. Anyone know if and how this can be easily done?
The idea is that the Key-User should be able to view all tickets to be able to find a soluton to their question before creating an incident but only to view all those tickets. When the Key-user has created a ticket he should be able to change his own ticket and for example to create a reply to service desk or set status to Solution Confirmed. We will be using both work centers and GUI acess.
Any ideas are welcome!!