19.2.1. Creating a HR Technician Using AuthorizationΒΆ

Scenario: Acme Inc receives HR related queries through their helpdesk. They want to control who sees such tickets.

Action: An admin decides to use the Group Access feature of Motadata ITSM and create a Technician Group for each function. Group Access would allow technicians to view tickets assigned to their group. The admin creates a group called Human Resource and adds a Human Resource to that group as a technician.

Adding HR as Technician from Admin >> Technicians >> Add Technician:

figure 8

Adding Steve to Human Resource group from Admin >> Technician Groups:

figure 9

Outcome: Requester Steve will only have access to Request tickets from location Mumbai and having Technician Group: Human Resource. The group filter will be applicable for Request tickets only.