Need ServiceDesk group to have Edit and Read permissions for all tickets

Products

• ServiceDesk

Issue/Introduction

Is there a permission option that can be added or edited to give a group access to ALL tickets in ServiceDesk 8.5?

Environment

ServiceDesk 8.5

Resolution

By default, only the Administrator's group has access to all tickets.  To give a group access to all tickets you can add a rule to the OnIncidentReceived ruleset to grant the desired permissions to the group.  It should be noted that this change will only affect newly created tickets.

If you will need to add permissions for older existing tickets you will need to create a new project to add these permissions to those old tickets.

NOTE: There are no other settings or options to add group read & edit permissions.