Do you expose incidents to all of your employees/end-users?

[Monica11]

I wasn't sure if I should post this in the ITSM forums or here where the focus in more on customers/employees. Let me know if I should move/repost elsewhere.

Today, we only allow users to see incidents and other records that are their own or they have been added as a watcher to. Because of various security and privacy concerns, it has always been 'easier' to establish that limitation. However it makes it difficult for users to say "Hey, I have that issue, too!" and throw their hat in the ring without forcing them to go through a chatbot or service desk or form submission themselves. I am curious how others have set forth solving this with high customer satisfaction.

Expose incidents that users can search through and allow adding to watch list? Or automatically creating a child ticket at the click of a button?

Alert system that allows users to subscribe for updates?

Something else?

NOTE: We are on the Vancouver version.

Thanks in advance for your time and discussion.

[ASA5]

We are not exposing incident to all employees, however Agent who manages those incident can link theme together or create problem if there are many incidents related to same topic.

Knowledge base is exposed to all employee and can help to reduce number of incident, you can also add fields on incident record producer that can provide KB articles to end users before they log a new incident.

[Monica11]

Thank you for such a quick response!

This is what we do today however our end-users are increasingly frustrated with having to submit what they feel are duplicate tickets that their neighbor across the isle already submitted.

[VL10]

All IT users who have an ITIL license are allowed to see all incidents by default but customers or non IT users who dont have ITIL licenses (and hence no "main app" access, only portal access) are only allowed to see what you mention (their own or watched items).

[Monica11]

Yes, this is already known. And our internal customers are increasingly frustrated by it. Was hoping someone else found themselves in a similar situation and could chime in with what they did to overcome it.