Custom groups do not have permission to do the following to a incident.
View a ticket, View the ticket history, Add a comment to a ticket or "Work Task Assigned to Others"
Custom groups (unlike out of box groups) are not assigned permissions to incidents when an incident is created.
Important - please read the following before continuing
•The instructions in this article involve customizing ServiceDesk Workflow projects using Workflow Designer. It is strongly recommended that customization of Workflow projects only be undertaken by Workflow or ServiceDesk administrators who are experienced with creating, modifying, and publishing Workflow projects.
•It is strongly recommended that the instructions in this article are first implemented and tested on a development or test installation of ServiceDesk. This will help ensure that the customization works as the user intends it to before introducing the changes to a production environment.
•Any and all instructions for customizing ServiceDesk are provided "AS-IS". Symantec Technical Support is generally unable to assist in implementing customizations or in troubleshooting any issues that arise as a result of implementing customizations. Symantec Technical Support is also unable to assist the customer in learning how to customize ServiceDesk. This level of support is provided by Consulting Services. For additional information on this, please refer to the following articles:
Symantec Global Enterprise Support Services Support Policy for Symantec Workflow Solution / Symantec
How to Change Process View Permissions so that a custom group can view and edit them.
Custom groups may not have the correct permissions to use commands in the process view of a ServiceDesk ticket, such as Work Task Assigned to Others to view ticket history or to Add Comment. A customization of the SD.IncidentManagement project is needed to accomplish this.
ServiceDesk 7.1 sp2