In terms of configuring access to our help desk and letting people have their questions answered or submit requests, we have several different parts of our company to add to the system. These parts of the company may get questions in-house (from staff), externally (from customers/contracts), or even both.
In addition, there are certain areas we would want to prevent others in the company from viewing. For example, we would only want people linked with HR to see HR, or only people linked with finances to see finances. Of course, there are some areas with overlap, but basically if it's not something in a certain agent's scope, they should not be able to view those requests.
Without disclosing too much information about our company, I've decided to give several different parts of the company, agent groups, and whether that part handles in-house and/or external requests:
Department
| Agent Group(s)
| Handles Staff Requests
| Handles Customer Requsts
|
1 | E | Yes | Yes |
2 | A, B, F | No | Yes |
3
| D, F | Yes | Yes |
4 | A, F | Yes | Yes |
5
| B | Yes | No |
6 | F | No | Yes |
7
| D, F | Yes | Yes |
8 | C, F | Yes | No |
What would be the best way to configure this to ensure that external users only have access to what they need, in-house users only have access to what they need, and groups of agents see only the requests/tickets that are related to them, and do not have access to other sections?