I have run into a problem while developing our new hire workflow in service desk plus using the service catalog.
We have several different support groups using service desk to track their efforts. These groups include IT, HR, payroll, etc.
For the new hire process the ticket is supposed to get created and assigned to HR for processing. That ticket has several tasks associated with it and assigned to other groups to create the new account on the network, set up payroll account, and so on.
The problem is that the other groups, the groups that are not assigned the main request only a task, are not able to view the ticket details. We are trying to use the Resource Details questions to build the form along with some other custom fields to capture the data for the new hire, but unless the users are in the HR support group, they cannot see any of the selections.
I don't want them to be able to see everything because the desired salary is one of those fields in the main ticket.
Has anyone designed a good process to work around this?
Any suggestions greatly appreciated.
Thanks,
Dave Baldwin
Borrego Health